Client Experience & Service Excellence Associate, Growth Enablement Team, Remote

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.

Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.

You’ll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.

Join our team as the expert you are now and create your future.

The Huron Higher Education and Research Sales and Client Service Excellence team (which includes Huron’s Growth Enablement team) is dedicated to helping facilitate the review of opportunity risk, support the delivery of excellent client experiences, assess client satisfaction, and identify key client contacts/relationships and leads through innovative processes project management and analytics. We value collaboration, continuous improvement, and a client-centric approach in all our initiatives. Our team is seeking a detail-oriented and motivated Associate to support our initiatives aimed at reducing risk, enhancing our client experience, managing client feedback, and growing our pipeline. This role involves collaborating with various departments including our global team in India to ensure the successful execution of our processes. Since many of our processes are run out of Salesforce, experience with Salesforce is a plus.
This role will collaborate closely with the Huron Education and Research Growth Enablement (GET) team and will report into the Education & Research Growth Enablement Team leader.

Key Responsibilities:

• Administer and manage Net Promoter Score (NPS) surveys (through Salesforce) to assess customer loyalty and satisfaction.
• Assist in the execution of processes that support Engagement Delivery Excellence and project health initiatives and reporting; including helping to facilitate pricing approvals, deal/risk review processes as well as other initiatives as identified to avoid risk ahead of project kick-off.
• Conduct data analysis to identify trends and insights that inform sales and client service strategies and enhancements.
• Provide support to teams executing on client experience initiatives such as event/conference support, including assistance with logistics and data management (e.g. Salesforce campaigns, leads and outcomes)

• Support intake and triage/routing of sales leads to account and BU leaders

• Support data input and quality of client contacts, references and other relationship focused data in Salesforce.
• Contribute to the continuous improvement of client service excellence processes.
• Prepare and present reports, progress and insights on key initiatives to senior management.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications or a related field.
• 5+ years of experience in a similar role, preferably within a professional services or consulting industry.
• Excellent project management capabilities.
• Strong analytical skills and proficiency in data analysis tools.
• Excellent communication, executive presence and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Detail-oriented with strong organizational skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred Qualifications:

• 3- years experience with customer relationship management (CRM) systems, especially Salesforce Lightning environment
• Familiarity with using dashboards in PowerBI
• Advanced in Excel  (proficiency with PivotTables, PivotCharts, complex formulas and functions, conditional formatting)
• Efficient in PowerPoint
• Project management experience or certification.

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The estimated base salary range for this job is $60,000-$80,000.  The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy.  Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $69,000-$92,000. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future. 

Posting Category

Education

Opportunity Type

Regular

Country

United States of America Apply