Senior Client Success Coordinator

Catholic Leadership Institute•Malvern, PA

1d•Hybrid

About The Position

The Senior Client Success Coordinator (CSC) provides the highest level of client service and logistical support for the clients served by Catholic Leadership Institute and for the client delivery teams providing those services. This includes managing client inquiries, staffing the client help desk, correctly escalating issues, and maintaining a focus on providing excellent client service. The Senior CSC works closely with CLI Leadership Consultants and delivery teams to ensure that logistical needs, including food, training materials, and room set-up, are appropriately arranged before client engagements. The Senior CSC also works with client contacts in Catholic parishes and dioceses to answer questions, provide technical support, and register attendees for CLI engagements. In addition to these responsibilities, the Senior CSC provides technology leadership for the Client Success team, making effective use of key tools, and helping the team leverage technology to support its work. This role requires strong proficiency in Microsoft Office Suite, JotForm, Asana, Jira, and Power BI. CSCs also use their gifts and talents to provide specialized support to projects and activities within the organization on an ad hoc basis. Some travel (monthly) to the CLI Office in Malvern, PA is required during peak Disciple Maker Index seasons in the spring and fall. Note: This position supports time zones across the US, so occasional off-hours work may be required.

Requirements

Practicing Catholic with a deep love of the Roman Catholic Church
Bachelor's degree from an accredited university
Three to five years of experience in customer service
Demonstrated proficiency with Microsoft Office Suite, JotForm, Asana, Jira, and Power BI, with the ability to make effective use of these tools to support Client Success work

Nice To Haves

One to two years of staff or volunteer leadership in a Catholic parish, diocese, or other organization
One to two years of experience with administration, project management, and/or data analysis
Strong technical aptitude with the ability to learn new technologies, troubleshoot issues, and help others effectively use technology
Ability to identify opportunities to use technology to improve processes, organization, communication, and client service
High level of comfort with public speaking and presenting material to an audience
Self-directed and independent worker, comfortable working alone or collaborating with a team
Ability to drive toward clarity by asking questions, seeking support, and doing research
Accomplished multi-tasker who can juggle multiple projects simultaneously and anticipate needs of key customers; must have strong organizational skills and high level of attention to detail
Ability to think creatively and critically about current and prospective processes
A strong understanding of Catholic culture, structures, parish life, ministries, and roles
Commitment to the highest level of client service and attention to detail
Comfort operating in a fast-paced, high-pressure environment and adapting to changes in task and process
Excellent verbal and written communication skills, especially via phone and email

Responsibilities

Respond to client needs via email and phone.
Provide the highest level of client service when staffing the Client Help Desk.
Provide basic technical assistance to clients who are using the CLI Portal.
Respond to or escalate client or participant concerns promptly to ensure quick resolution and the best possible participant experience.
Enter participant and engagement data into the appropriate systems.
Act as primary support and contact for venues where client engagements will take place.
Participate in the coordination of paper Disciple Maker Index survey data entry, including spending time in the office monthly during peak paper survey times.
Respond to the needs and direction of Leadership Consultants for client engagement preparation and follow-up.
Create and/or customize written participant communications as requested by Leadership Consultants.
Support onsite and virtual logistical needs of CLI delivery teams.
Ensure timely and accurate shipping of materials to offsite venues in support of client engagements on behalf of CLI delivery teams.
Send and manage virtual meeting invitations and scheduling (using Zoom or other virtual meeting tools).
Serve as a technology leader and resource for the Client Success team.
Make effective use of Microsoft Office Suite, JotForm, Asana, Jira, and Power BI to support Client Success workflows, projects, data, and reporting.
Support fellow Client Success Coordinators in effectively using the technology and tools needed for their work.
Identify opportunities to improve the team's use of technology and strengthen existing processes.
Help troubleshoot technology-related questions and needs within the Client Success team.
Partner with appropriate internal teams to support the implementation and adoption of technology and process improvements.