Client Success Specialist

Overview

The Client Success Specialist is responsible for managing and improving the client experience by ensuring that all client needs are understood and satisfied, while acting as the subject matter expert and voice of the customer. This is accomplished through building meaningful relationships, delivering timely and effective communication and promptly responding to and resolving any unforeseen issues. The Client Success Specialist interacts with multiple internal departments, communicates with internal and external customers daily, and ensures the cards are produced as specified by the client. The client services specialist is a self-starter, proactive thinker, and a go-getter. The Client Success Specialist will support their assigned Client Operations team which may include Cards, Collateral, or Personalization (Central or Instant Issuance).

Schedule: Onsite for the first few months for training, then the role transitions to a hybrid schedule with one day per week in the office.

Responsibilities

• Lead effective meetings with clients and partners, performing prompt follow-up for identified action items
• Collaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutions
• Analyze client data, providing program solutions efficiently and accurately.
• Communicate timelines, both internally and externally.
• Coordinate with internal departments, including graphics, IT, and production, to ensure all customer needs are met in a timely manner.
• Conduct thorough needs analysis for assigned conversions or projects and seek support from customers based on needs.
• Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
• Ensure the timely and accurate delivery of client communications; document activity in internal CRM
• Identify trends and develop customer specific solutions in collaboration with cross-functional expertise
• Bridge unique client needs with internal expertise to provide creative and appropriate solutions
• Exceed client expectations by introducing and implementing new and developing solutions and service enhancements
• Maintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients and serve as integral contributor to the regular Quarterly Business Review (QBR) process
• Ensure coordination of accurate billing, timely processing of client orders, response to inquiries and scheduling or attending meetings/calls, as needed.

Qualifications

• Strong analytical problem-solving skills, identifying and resolving unique problems.
• Excellent written and oral communication skills as well as strong interpersonal skills.
• Demonstrated critical thinking, strong organizational and process-oriented skills including ability to handle multiple projects and details simultaneously and accurately, including good decision making and troubleshooting skills
• Demonstrated ability to interact and collaborate effectively with others in a diverse environment and to build and maintain positive, professional relationships both internally and externally, and in-person or virtually.
• Ability to handle pressure of multiple deadlines while maintaining composure and professionalism.
• Demonstrated ability to deliver client-focused solutions based on client needs
• Strong customer service and communication skill, including active listening, meeting facilitation, and presenting.
• Proficient in Microsoft Excel and Word; VBA/Macros
• Skilled in managing multiple concurrent projects, activities and tasks under time constraints
• Proficient communication skills including reading, writing and speaking in English.

Requirements:

• Bachelor’s Degree in Business or Communications, or equivalent experience
• 2+ years of client services and/or account management experience
• Retail banking or financial service industry experience, preferred

Physical Demands:

• Work is conducted primarily in a seated position with extensive use of office equipment and requires walking, bending, reaching, and stooping on an occasional basis. Frequently required to work at a desk on a computer. Work involves dealing with detail, accuracy, and extensive human interaction.

This role requires the ability to work from home in a virtual environment, where the following is required;

• reliable high-speed Internet access (hot-spot not acceptable)
• dedicated distraction-free home work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Company Overview:

CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.

Benefits: Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.