Summary:
The Client Success Specialist will interact with early childcare programs, directors and key staff, and other stakeholders to provide and process information in response to inquiries, concerns, and requests about ELV's shared services products and services. The Client Success Specialist will train early childcare programs on the use of ELV's web-based software system, online resource platform, and third-party financial services solution. The Client Success Specialist will process new customer contracts, schedule training sessions, conduct training sessions, respond to customer questions and concerns, provide referral services, collaborate with team members to develop and improve various processes and policies, and follow procedures to ensure best practices are executed.
This position requires flexibility in scheduling. Work schedules may be modified, reassigned, or adjusted at the discretion of the business to meet operational needs. Employees must be willing and able to adapt to changing schedules, including occasional evening or weekend hours, with reasonable notice.
The Client Success Specialist position is part of ELV's Business Services Team, whose mission is to create long-lasting partnerships with our providers and stakeholders, going beyond general client support.
Essential Duties & Responsibilities:
Serve Early Child Care programs, remotely and in person, by providing product and service information, troubleshooting, and resolving product and service problems. Deliver training on product and services to Early Child Care program directors and staff in a variety of formats, including instructor-led and webinars Assist in development and maintenance of training content that can be used in in-person and online trainings Assist with retention of existing Early Child Care clients, while providing onboarding and implementation support for new clients Maintain accurate records in various reporting databases and prepare product and service reports Establish and maintain effective relationships with internal and external stakeholders, providing feedback and reinforcement on a regular basis Follow project objectives, policies, procedures and performance standards within boundaries of requirements and project specifications Maintain thorough follow-up with customers, direct report, team members, and entire organization. Assist with technology product updates and quality assurance Assist with cross-team work as is needed Perform other duties as assigned. Help with occasional translations. Utilize CRM(s) to track client support and follow ups.
Knowledge, Skills, and Abilities:
Fluent in both English and Spanish, with excellent written and verbal communication skills in both languages. Detail oriented and results focused. Ability to learn new software systems quickly. Excellent time-management and prioritization skills Solid project and product management skills, with demonstrated experience delivering on a deadline. Independent thinker & problem solver Resourceful with good follow-up skills Commitment to seeing tasks through to the end. Presence of mind, analytical thinking, and logical thinking The ability to accept, promote and lead change within the work environment. The ability to effectively influence and communicate cross-functionally. A desire for working in a fast-paced, ever-changing environment. Spanish-speaking ability preferred, but not a requirement.
Education & Training:
Bachelor's Degree preferred
Experience:
1-3 years' experience in customer service, data entry, product training Must be extremely proficient with Microsoft Office Products Familiarity with multiple operating systems and cloud-based applications, Familiarity with CRM tools Ability to navigate multiple browsers, multiple tabs, and windows.
Supervisory Responsibilities:
None
Physical Requirements:
Sits for long periods of time. Seeing. Must be able to read reports and use a computer keyboard and monitor. Must be able to write, type and use telephone. Repetitive keyboard motion. Hearing. Must be able to hear sufficiently to converse with all internal and external contacts. Standing. Walking. Mobility. Must be able to open files and operate office machines.
Remote Office Requirements:
Dedicated private workspace on remote workdays. Reliable internet connection with a minimum download speed of 90 Mbps and minimum upload speed of 15Mbps.
Travel Requirements:
Minimal, 10% or less
What Does Early Learning Ventures Have to Offer You?
Excellent benefits (medical, dental, & vision) Company-paid life insurance 401(k) with company match Employee assistance programs Paid vacation days Paid personal days Paid holidays
Compensation details: 0 Yearly Salary
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