Client Success Specialist

About Us : Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

CLIENT SUCCESS SPECIALIST

The Client Success Specialist works under the direction of Client Success leadership to manage all aspects of operational, technical, and financial performance for a strategic global testing program, including ensuring delivery of contracted services, attainment and communication of service level compliance, and financial performance.

The CSS collaborates with multiple business units within Prometric to provide program support. The CSS will also identify opportunities to improve service quality, reduce operating expense, and increase revenue streams within the portfolio through client discovery, development of a value proposition, articulation of solution benefits and client negotiation. The CSS should be skilled in project management tools and techniques and capable of leading global cross-functional teams to accomplish various client objectives.

Responsibilities

• Drive a consistent cadence of customer coverage activities designed to increase the likelihood of renewals
• Provide basic technical support to ensure customer satisfaction
• First point of contact for client inquiries regarding service issues
• Ensure all contractual obligations are being met, tracked, and communicated to relevant stakeholders across the organization
• Ensure planned activities (publishing cycles, etc.) are being undertaken and completed, serving as de facto PMO
• Collaborate with Account Executive on any opportunities for revenue growth that emerge from daily / weekly interaction with clients
• Raise awareness to the organization of any risks, especially client visits from competitors, mentions of competitive offers to client, etc.
• Use Prometric's sales tools (e.g., ) and methodology to effectively manage the accounts, opportunities, pipelines and forecast

Experience

Prometric is an Equal Employment / Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.