Client Success Specialist

Job Description

Job Description

The Client Success Specialist is the primary NCM representative who works in support of the assigned Executive Conference Moderator(s) and Consultant(s). The Specialist serves as the primary customer service contact for NCM clients as well as a liaison to all other company departments ensuring adequate compliance for all NCM clients’ business needs.

Duties and Responsibilities

• Provide organizational and administrative support and clerical assistance to the Executive Conference Moderator(s) and / or Consultant(s), as needed.
• Serves as the primary point of contact for NCM clients, corresponding via email and phone to troubleshoot and assist with the needs of the client.
• Manage group distribution and listserv email listings.
• Manages all incoming requests and appropriately organizes and distributes work tasks to appropriate person(s) or NCM department(s).
• Works closely with other departments and manages timeline to ensure new clients are educated and prepared for upcoming meetings. Continues as main contact for education of all NCM Retail Solution products and services to the client.
• Updates all necessary programs with current client information in a timely manner.
• Management of Memberships, products, billing / fees, according to all client request(s).
• Ensure required documents are returned post meeting from Executive Conference Moderator(s).
• Post meeting follow up; CSI survey is sent and reviewed. Member Candidates are approved / denied, account and product changes or updates, future meeting notes communicated or recorded.
• Responsible for monitoring the health of each group.
• Responsible for assisting clients with data questions by collaborating with Product Development, Executive Conference Moderator(s), or Data Services to ensure all client questions and needs are met.
• Assists with work overflow.
• Monhly phone calls for any missing data required for an upcoming meeting. Additionally, communicating with the Executive Conference Moderator(s) and / or Consultant(s) regarding the status of financial submissions each month
• Responsible for monitoring group runs in addition to sending the 96 hour follow-up with Executive Conference Moderator(s) and / or Consultant(s) or client(s), requesting approval for Data Services to run composite as is.

Qualifications