The Client Engagement Specialist is responsible for supporting Naylor’s systematic client outreach programs for SaaS; designed to optimize client engagement, retention and knowledge on provided services and software.
The Client Engagement Specialist will be responsible for using provided qualitative and quantitative methods to analyze the effectiveness of SaaS software solutions and other organizational programs and provide comprehensive and easy to decipher reports to clients. This position also works in support of and in conjunction with Account Management, Account Support and Implementation teams.
ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned.
(80%) Client Engagement Program
Attend planning sessions for program development, execution and continued evolvement of the Client Engagement Program
Using the program template to:
Provide information and advice on best practices related to product setup/deployment, marketing, promotion, revenue opportunities, market trends and business review.
Deliver relevant data points in a way that provides customers with a deeper understanding of their businesses, and clearly demonstrates Naylor’s value and contributions.
Track and communicate key performance indicators (pre-determined data and information) to help identify business opportunities that create scale and meaningful value for active projects and solutions
Participate in annual review of metrics to identify trends and variances
Identify best practices to develop business insights for customers and internal stakeholders
Measure effectiveness and usage of programs, tools and templates on a regular basis
Provide recommendations for improvements to enhance their value.
Organize and maintain accurate contract records and contact information for clients in relationship management systems.
Identify cross business opportunities for our Account Management and Business Development Teams.
(10%) Careers Solutions Operational Support
Serve as the relief operational support for the Career Solution team. This entails providing backup as necessary in the following areas:
Level One: triage, investigate and resolve (no escalation)
Interacts with clients and troubleshoots problems to provide a high level of client satisfaction
Determine the best solution based on the issue and details provided by clients
Follow-up and update client status and information in Client Relationship Manager
Identify and suggest possible improvements on procedures
Level Two: triage, investigate and involve Account Managers or other internal departments to resolve direct unresolved issues to the next level of support personnel
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Taking ownership of client issues reported and see problems through to resolution
Pass on any feedback or suggestions from clients to the appropriate internal team
(10%) Administrative Support
Provide administrative support to internal team initiatives, including ongoing organizational maintenance of contract and client information in systems, and market research and data analysis for business projections.
Maintain online and print libraries of reference and resource documents, including but not limited to, user guides, marketing templates, white papers, samples and any other educational resources.
Proactively support the internal SaaS teams on a variety of tasks and projects, and coordinate resources when necessary.
Other duties as assigned.
Bachelor’s degree strongly desired.
1-3 years of relevant work experience in marketing, data analytics, and/or project coordination.
Ability to independently initiate and manage new projects and programs.
Must possess strong time management skills, attention to detail, and the ability to handle deadlines, multiple tasks and priorities.
Exceptional written and verbal communication skills – successful incumbents must possess the ability to articulate both low level technical and functional aspects of our products and market trends in program outreach
Must possess the ability to comfortable interact via phone, email and face-to-face with clients, internal staff, and executives.
Must have intermediate proficiency in Microsoft Excel (Formulas, V=Lookup, Pivot Tables)
Must have intermediate proficiency in Microsoft Word and PowerPoint.
Must possess the collaboration skills to successfully work in a cross-functional team.
About Naylor Association Solutions
Naylor Association Solutions is a dynamic, industry-leading organization dedicated to building stronger associations by delivering a combination of member engagement and revenue-generating solutions. Our solutions span all major functional areas, including publishing and communications, trade shows and events, software and web development solutions, e-learning solutions, and association advising services.