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, and Product, to manage the delivery of training programs that align with client schedules and expectations.
• Act as a liaison between Account Management, Product, and Delivery teams to ensure seamless communication and coordination, fostering alignment.

Program Preparation and Execution:

• Oversee the preparation and execution of Prosci-delivered enterprise programs (both virtual and on-site), ensuring all coordination, materials, and communication are in place for seamless delivery.
• Maintain accurate client data and program information in Salesforce, generating reports and tracking program delivery.

Service and Solution Delivery

Implementation Support and Issue Resolution:

• Facilitate the deployment of Prosci’s solutions, guiding clients through setup and initial use, ensuring solutions are tailored to meet their specific objectives.
• Identify and troubleshoot client issues related to service or product usage, coordinating with technical support and product teams as needed to provide timely resolutions.

Data Management and Reporting

Client Health Monitoring and Analytical Reporting:

• Maintain detailed records of client interactions, engagement levels, and satisfaction scores, using CRM systems to track progress and outcomes.
• Generate reports on client metrics such as usage, adoption rates, and satisfaction, presenting findings to both internal teams and clients to support strategic decision-making.
• Analyze data trends to identify potential risks or opportunities, providing actionable recommendations to enhance client success and retention.

Requirements

Competencies

• Customer Focus: Prioritizes client needs with a "client’s best friend" mentality, fostering strong relationships to deliver exceptional service and tailored solutions that drive customer success.
• Build Networks: Develops and maintains strong relationships with clients and colleagues, fostering trust and open communication while effectively cultivating formal and informal networks both internally and externally.
• Communicates Effectively: Delivers clear, concise, and tailored communications across multiple formats, ensuring a thorough understanding of diverse audience needs.
• Decision Quality: Makes informed, timely decisions by analyzing data and trends, driving successful outcomes for clients.
• Situational Adaptability: Adjusts approaches and behaviors in real-time to effectively respond to changing client and team needs in a dynamic environment.
• Resourcefulness: Proactively utilizes available resources to address client challenges and achieve organizational goals with effective, timely solutions.

Technical/Functional Skills

• Proficiency with CRM systems and data analysis tools; Salesforce is preferred, not required.
• Familiarity with Microsoft 365 and virtual meeting platforms.
• Basic understanding of change management principles and their application.

Qualifications

• Bachelor's degree in Business, Communications, or relevant field OR similar relevant professional field experience.
• 5-7 years of experience in customer success, account management, or a similar role.
• Demonstrated ability to manage client relationships and deliver high-quality service.

Additional Preferences

• Demonstrated ability to coach and mentor team members, contributing to a collaborative and high-performing team culture.
• Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption.
• Proven ability to view and service clients holistically, addressing not just immediate needs but also anticipating future challenges and opportunities, ensuring a comprehensive and seamless client experience.

Additional Information

Travel Requirements: This role requires 10% travel for Market Day, Growth Summit and team meetings.

Work Location: Remote or Hybrid

Compensation: $58,320 - $72,900 is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.

Benefits: Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business.In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning.  Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity.  Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei.

If you require assistance due to a disability applying for open positions, please submit a request to: applicantsupport@prosci.com.