Client Success Partner

International SOS•St. George, LA

1d•Hybrid

About The Position

The Client Success Partner role acts as a key bridge between the Customer and Sales, Commercial Services, Legal, and Operations. This role involves owning the account relationship with accountability to develop renewals, account extensions, pricing adjustments, and other business activities related to those accounts. It also provides consistent administrative support to the Sales and Marketing Department in relation to renewal and sales activities, including back-office sales support such as the generation of quotations and proposals for designated accounts. The role requires interfacing effectively with Sales and Marketing, Operations, Billing, Commercial Services, and IT teams to develop and maintain strong working relationships for efficient and effective management of local and overseas clients. Upholding the compliancy of Salesforce and data quality is also a key aspect of this position. This is a full-time Monday to Friday role (8:00 am to 4:30 pm) based out of the Baton Rouge location, with Mondays to Thursdays in the office and Fridays as remote/work from home days.

Requirements

Strong ability to commercially develop relationships with clients and customer service skills to develop and retain customers.
Strong Analytical thinker able to investigate complex issues, make decisions and develop solutions.
Excellent numeric, written and oral communication skills.
Excellent time management skills with the ability to successfully manage numerous projects and support several teammates globally simultaneously.
Proficient in most Microsoft Tools.
Strong individual that can work autonomously and within a team to deliver results.
Cultural sensitivity and awareness. Ability to work in a multi-lingual, multi-cultural environment where cross border collaboration and consensus are the norms.
Minimum 3-5 years of business / administrative / customer service experience / commercial / project management.
Business or Engineering degree preferred.
Excellent written and spoken English is an explicit requirement of the role.

Nice To Haves

3+ years of experience in a B2B service industry (preferably in O&G, EPC, Energy, & Mining).
3 years’ experience working with CRM tools and administrative data bases such as salesforce or service cloud.
Ability to speak another language such as Spanish, Portuguese and/or French.

Responsibilities

Prepare technical and commercial proposals aligned with designated clients for renewals and account extensions.
Draft price adjustment and renegotiation request letters.
Monitor and manage contractual deadlines to ensure compliance.
Respond to inbound client inquiries within defined SLAs.
Manage end-to-end sales processes, ensuring timely execution of renewals.
Ensure account extensions and renewal quotes are completed through CPQ.
Support renewals including quote creation, pricing and approval workflow with Commercial Services when required and ensure that at least 90% of in-scope renewal opportunities are renewed on time in Salesforce, measured as on-time closed-won, meaning within 30 days of the target renewal date.
Upsell, and ensure cross-sell activities across business lines are supported and suitably followed up.
Coordinate renewal discussions, price increase implementation (annually or as agreed in contract), pricing approvals, and workflows with Commercial Services.
Manage contract lifecycle activities, including preparation, tracking, and signature follow-up on designated clients.
Prepare monthly account management reports and client quarterly reviews.
Participate in the weekly reviews of sales opportunities and contract renewals to align strategy and priorities.
Maintain data integrity and accuracy of updates of all assigned client activities in Salesforce (SFDC).
Drive system usage, adoption, and data accuracy through regular audits.
Update procedures, attachments, and account records (billing, contracts, authorized contacts).
Update business opportunities and contract records across Salesforce and CLM systems.
Assist Finance in ensuring all information for invoicing is properly captured in SFDC and shared with the right team.
Make administrative updates to Salesforce as and when required.
Ensure that at least 90% of Salesforce pipeline opportunities assigned or supported are updated at least once every 30 days through a stage update, status update or meaningful remark.
Ensuring that the DNR documentation is completed and saved in Salesforce.
Generate and manage contracts through CLM tools (e.g., Docusign CLM).
Ensure adherence to internal approval policies (e.g., GAPP) and proper documentation in Salesforce.
Identify and escalate non-standard requests to Legal or Commercial Services.
Assist with onboarding and operational implementation of new accounts.
Liaise with Operations to make sure project plan remains on track, including working with the medical team to ensure a successful program implementation and overall client satisfaction.
Ensure the continuity of the remaining implementation tasks after the handover of onboarding team.
Prepare presentations and provide administrative assistance including Finance team.