Customer Value Specialist

Phenom People Pvt Ltd•Horsham, PA

7d•$65,000 - $75,000•Onsite

About The Position

Phenom is seeking a highly motivated, customer-focused Customer Value Specialist to help clients receive maximum value from its talent experience management products and services. The specialist serves as the primary contact for assigned clients, builds strong relationships, understands their business needs, and provides timely solutions. This is an onsite role five days per week. The role includes conducting client check-ins, collaborating with internal teams, advising and training clients on Phenom products and services, analyzing usage data and customer metrics, and identifying opportunities to improve retention, upsell, and cross-sell. The specialist also maintains client documentation in the CRM system and shares feedback with product and development teams to continually improve the customer experience. Phenom describes itself as a global HR technology organization with offices in six countries and more than 1,600 employees. It emphasizes inclusion, employee health, flexible schedules, and career development.

Requirements

Bachelor's degree in Business, Marketing, or a related field.
At least 2 years of experience in a customer-facing role, preferably at a SaaS or technology company.
Strong communication and interpersonal skills, including the ability to build and maintain client relationships.
Excellent problem-solving and analytical skills.
Proven track record of providing exceptional customer support and driving customer satisfaction.
Ability to work independently and manage multiple tasks and priorities.
Proficiency in CRM systems and Microsoft Office Suite.

Responsibilities

Serve as the primary point of contact for assigned clients, build relationships, and understand their business needs.
Conduct regular client check-ins to assess satisfaction and identify opportunities for improvement.
Collaborate with internal teams to address client needs and provide solutions aligned with client goals.
Provide product and service guidance and training to clients as a subject matter expert.
Monitor and analyze client usage data to identify trends and opportunities for upselling and cross-selling.
Maintain accurate, up-to-date client records and documentation in the CRM system.
Seek ways to improve the customer experience and provide feedback to product and development teams.
Review customer metrics and improve retention across a large portfolio of accounts.