Client Success Specialist - HCM - On Site

Vensure Employer Solutions • Duluth, GA

8d • Onsite

About The Position

Our platform is revolutionizing the way organizations perceive the HR function, and we are dedicated to simplifying HR and Payroll operations while delivering an exceptional client experience. As a Client Success Specialist, you will play a crucial role in enhancing client loyalty and fostering enduring relationships with Vensure HCM clients through proactive engagement and effective risk management. You will serve as the trusted business partner for your assigned clients, ensuring their overall satisfaction with our services.

Requirements

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships.
• Strong time‑management skills, with the ability to prioritize effectively in a fast‑paced environment.
• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision‑making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• UKG Ready experience required.

Nice To Haves

• Bachelors degree required or 2-5 years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization, or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.

Responsibilities

• Manage a portfolio of clients, executing strategies that enhance the client experience and drive overall satisfaction, measured by retention rates, NPS, and product adoption.
• Oversee the entire lifecycle of client from post implementation to offboarding, ensuring, a seamless transition and continued satisfaction throughout their engagement with Vensure HCM.
• Illustrate business value by defining clear metrics and proof points for all customer engagements through regular Business Reviews.
• Onboard new accounts and users, providing frameworks for success, clearly articulating the value of Vensure, and driving adoption throughout the client’s lifecycle.
• Orchestrate client success by collaborating with internal teams to deliver value, resolve complex issues, and enhance internal processes.
• Serve as an escalation point for clients, addressing concerns and ensuring timely resolution of issues to maintain high satisfaction levels.
• Monitor client health through key performance indicators, creating specific action plans for clients at risk, including regular check-ins and project management of escalated issues.
• Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends across the organization.
• Partner with the Sales organization to identify upsell opportunities and facilitate client expansion.
• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Contribute to departmental projects, workflow enhancements, and continuous improvement efforts as assigned.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor.

Benefits

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plan: 401(k) with company match
• Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree