Client Success Coordinator, Wiland, Niwot, Co.

ABOUT WILAND:

JOB SUMMARY:  

The Client Success Coordinator (CSC) is a key member of the Client Success team, and is often client-facing alongside their sales and Success team. As a key partner to their Directors, the CSC is responsible providing exceptional service to Wiland clients and the Directors/VPs in key functional areas to deliver Wiland solutions to clients - from strategy through delivery. They will interface and act as a liaison across multiple departments, managing timelines and checkpoints, evaluating and coordinating the fulfillment of client models and orders. 

CSC’s must have a keen eye for detail, be a quick study and have the ability to juggle multiple concurrent tasks while maintaining accuracy and schedules.  Beyond day-to-day duties, additional tasks may include research and client meeting preparation, support New Business efforts, management and scheduling of predictive modeling requests, and other miscellaneous support functions.

The CSC position is integral to delivering superior solutions for to our internal teams and Wiland clients, helping the entire company achieve its goals. 

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Maintain quality and productive relationships with the clients, departments and client service teams, providing key support for assigned accounts and Client Success Directors; acting as back up and partner to Client Success Directors
  


• Assist assigned Client Success Directors who are remote or traveling.  Serve as liaison to clients and interoffice departments when team is ‘on the road’
  


• Primary contact across internal departments to keep solutions moving through the system. 
  


• Create and manage model development schedules and inputs, in partnership with Client Success Director and Analytics.
  


• Assist Client Success team members with the preparation of Client sales recommendations.
  


• Assist Client Success team with fulfillment of orders received from our Clients.  (Order Processing Forms.)  Then Order processing management from receipt of order, order input, to ensure the order ships.
  


• Manage all Client campaign files, key requesting new campaign files as needed to support client’s offline and online marketing efforts. Point of contact for all data files coming in for accounts, supports and monitor when new data is needed. 
  


• Execute and manage internal analysis by proactively initiating the back tests, reports, etc. in  conjunction with Account Directors and Analytics
  


• Ensure all supported clients are setup within the different systems to receive their specific report package. Help prepare, print and coordinate report packages for Client meetings and conferences
  


• Assist in the analysis of client requests, questions and concerns, escalating as needed to appropriate teams and handling service requests to the satisfaction of the client.
  


• Participate in Client kick-off calls and be the key contact in acquiring Clients data for membership and modeling and communicate status and issues to Client Success Director, Data Management team and Modeling team.  Work closely with the Data Management team to resolve data issues and quickly acquire necessary data.
  


• Assist with New Client set-up through application including Client FTP set-up and questionnaires.  Apply updates and changes as necessary. 
  


• Document all Client communication through our contact management system. (SalesForce)
  


• Work with the Work Flow Management systems as necessary to manage the new Client process and Client campaigns.
  

OTHER FUNCTIONS:

• Document non-standard processes for future deployments.
  


• Promote a positive team environment.
  


• Provide excellent internal and external customer service.
  


• Provide clear, positive, thorough and timely communication.
  


• Work independently as well as collaborate with team members to identify efficiency and accuracy standards.
  


• Performs all other duties as assigned or amended.
  

Requirements

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience.  Must be able to produce college transcripts showing minimum 3.0 GPA if applicable.
  


• Experience in the Marketing and Digital industry preferred.
  


• Positive client service experience preferred.
  


• Minimum 2+ years’ experience with Microsoft software products and research capabilities on the Internet.
  


• In-depth Excel skills (pivot table skills a must, v-lookup skill nice to have)
  


• Excellent written and verbal communication skills.
  


• Excellent problem-solving skills and ability to take initiative. 
  


• Exemplary teamwork skills are essential, with little direct supervision.
  


• Knowledge and experience using customer service management software.
  


• Skilled at management of large volumes of daily email using Microsoft Outlook.
  

Benefits