support specialist Remote
Job description
HSD Metrics (www.hsdmetrics.com) allows companies to collect employee survey data throughout the employment lifecycle. Our platform helps employers improve employee recruitment, engagement, performance, and retention by helping clients learn from complex data presented in a simple way using well-researched, secure, customized tools and technology. We are a small and growing company. Employees work out of their homes with minimal travel. They can work anywhere in the US. We offer a competitive base with an annual bonus opportunity.
The ideal candidate will be responsible for managing client support requests as well as client relationships on a day-to-day basis. This role includes responding to client support requests, retaining recurring revenue by maintaining client relationships, and ensuring quality of services. Candidates with a background in Human Resources, working with Human Resources and selling/supporting payroll services are encouraged to apply.
This is an entry level role. Some of the work will be very routine. Some of the work will be very challenging. As part of their career path, this role will eventually partner with sales, operations, leadership, and other subject matter experts to understand and diagnose our client organizations’ business needs. After one year, we hope the individuals in this role will develop dynamic solutions and own communications with clients to drive to desired outcomes, which means there is tremendous growth opportunity for someone who is energized and enthusiastic.
Responsibilities
Our Client Success Support Specialist will report to the Lead Client Success Manager as part of the Operations team and will:
Relationship Building (Ability to handle client issues, develop and deliver reports)
- Serve as a client success manager for smaller accounts.
- Assist with administrative work, project work and support for other larger accounts assigned to other CSMs.
- Coordinate and execute regular client interactions.
- Become a client advocate internally to ensure client issues and concerns relevant to the business relationship are handled to client satisfaction or escalated to senior leadership for disposition.
- Contribute to and enhance the client relationship program and strategy.
- Help draft and review presentations and proposals for existing clients.
- Maintain a high level of relevant domain knowledge to have meaningful conversations with clients.
- Generate client communication and other projects including client updates, client survey, holiday cards, etc.
Growth
- Increase revenue generated by the smaller client base.
- Work with other team members to promote new products to existing clients.
Technical Knowledge (Surveys, Platform, Data, HR)
- Gain a mastery of the HSD survey analytics platform, provide clients with system orientations and respond to client requests.
- Set up new clients on the HSD analytics platform.
- Respond to administrative tasks related to the HSD platform, logins, audits, contract inventory, general client requests, and invoice review.
- Illustrate an understanding of key issues facing Human Resource professionals.
KPIs
- Maintain client retention.
- Generate new sales from existing clients.
- Clients report a seamless client experience on our client survey.
- Timely and accurate responses to client needs.
Qualifications and Skills
- Bachelor’s degree in a relevant field.
- Minimum 1-2 years professional experience.
- Experience working in the Human Resources field or with Human Resource professionals preferred.
- Intermediate to Advanced knowledge of Excel/PowerPoint (MS Suite Products).
- Excellent planning, organizational, and time management skills.
- Familiarity with HRIS and HR organizations preferred.
- Strong problem solving and analytical skills.
- High attention to detail.
- Productive, results-driven, self-directed, goal focused.
- Flexible and innovative.
Job Type: Full-time
Pay: $48,000.00 - $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
- 1 year
- 2 years
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Experience:
- Customer support: 1 year (Preferred)
- Human resources: 1 year (Preferred)
Work Location: Remote
