Senior Customer Success Specialist

Overview

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

The Senior Customer Success Specialist acts as the ultimate advocate and "BFF" for Prosci’s Enterprise clients, ensuring seamless post-sale support, smooth onboarding, and successful adoption of services. This role is all about building deep, trusting relationships, prioritizing client needs, and delivering an outstanding client experience that drives satisfaction and retention. 

In this client-first position, you will manage client engagements from start to finish, ensuring smooth program execution while collaborating with internal teams to maintain high service standards. Operating in a fully virtual environment, you will be the go-to partner for clients, focused on their success and long-term partnership with Prosci. Your ability to anticipate client needs and deliver tailored solutions will be key to thriving in this role. 

Check out our website for more about our team and approach: https://www.prosci.com/about.

Key Responsibilities

Client Engagement and Relationship Management

Client Onboarding and Success:

• Serve as the primary point of contact for enterprise client's post-sale, ensuring smooth onboarding, program preparation, and delivery.
• Set clear expectations and provide program coordination while maintaining positive client relationships.
• Conduct regular check-ins and business reviews to understand client needs and track progress toward goals, identifying opportunities for additional support or upselling.

Proactive Client Support and Advocacy:

• Act as a trusted advisor to enterprise clients, regularly checking in to provide assistance, gather feedback, and address potential concerns.
• Lead or participate in client calls and meetings to provide program updates and drive the overall client experience.
• Collaborate with internal teams to escalate and resolve client concerns, ensuring client feedback informs product and service improvements.

Operational Support for Client Success

Service Delivery Coordination:

• Partner with internal teams, including Sales, Operations, …