POSITION SUMMARY:
The Client Success Advisor serves as the primary point of contact for external and internal client stakeholders from the point of verbal sale through program launch. Their purpose is to provide the best client experience possible, in addition to ensuring an effective onboarding experience with ITA Group, enabling client retention and account expansion.The Client Success Advisor consults on new fulfillment, employee experience, channel partner and customer solution opportunities during the pre-sale phase and leads the client and ITA Group team through program launch, with a keen focus on ensuring client programs are set up for success through client and internal team alignment, accurate program requirements, scope documentation, strong teamwork and collaboration among internal team members and ultimately an on-time and on-budget solution delivery. The Client Success Advisor must be experienced in onboarding new clients and programs, leading meetings with various CCE and Solution Line stakeholders present, speaking to ITA Group’s technology offering at a high level and must be able to serve as a resource to the program team to help remove roadblocks, provide strategic alternatives, identify and mitigate risk and deliver exceptional service and experiences to ITA Group clients.The Client Success Advisor must be capable of and consistent in setting expectations with and holding cross-functional team members accountable to their tasks and responsibilities to remain focused on the bigger picture and overall client/program success.
HIRING REQUIREMENTS
- Bachelor’s degree preferred in Marketing, Advertising, Management or Business Administration with a minimum five years’ ITA Group experience, preferably ITA Group Client Success, Business Development, or another client-facing role.
- Proven competence in a project management-related discipline.
- Solid business acumen with a positive, professional attitude, ability to build strong relationships and earn the respect of colleagues and clients. Experience and ability to interact with senior/executive-level leaders.
- Experience working with complex, multi-divisional, multi-geographical clients, and stakeholders
- Strong and effective communication supporting relationship building, business writing and client presentations. (i.e., commands the room)
- Experience leading cross-functional teams. Excellent interpersonal skills with the ability to take and give direction within a matrix organizational structure and team environment.
- Ability to create structure in ambiguous situations and design effective processes
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Ability to display a sense of urgency, ownership, and accountability.
- Excellent critical thinking and effective decision-making skills.
- Patient and active listener with a passion for client success.
- Proficient in Microsoft® Office products, Salesforce.com and Daptiv Project Management software.
- Technically savvy with familiarity in ITA Group development processes.
- Knowledge of financial and accounting principles with experience in preparing and assessing financial budgets and profitability.
- Attentive to detail, with the ability to manage multiple, complex projects simultaneously in an effective and organized manner.
- Ability to generate enthusiasm and dedication to support team members to achieve client business objectives.
- Ability to think and act proactively. Capable of seeing the big picture while understanding how each element contributes to the greater whole. Must be competent to project how a change or delay in one area will impact the overall project.
- Ability and willingness to try new ideas and challenge status quo.
- Ability and willingness to travel, as necessary and ability and willingness to work the time necessary to complete projects and meet deadlines.
Client Success Advisor top skills and proficiencies:
- Client-centric, solution-focused mindset
- Leadership and teamwork mentality
- Positive, professional attitude & demeanor
- Personal accountability & ability to set clear expectations
- Emotional intelligence & fortitude
- Focus on quality & desired outcomes
- Ability to plan, anticipate needs and communicate risks/impacts
- Relationship development and management
- Sound decision-making
