Specialist, Premier

DISA Global Solutions, Inc.

10d•$19 - $25•Onsite

About The Position

As a Specialist, Premier, you will serve as a dedicated liaison for our premier accounts, ensuring an exceptional client experience through proactive, expert-level support, and timely resolution of complex service issues. In this role, you will develop trusted relationships with customers, deliver white-glove service, and ensure that service standards, compliance protocols, and customer needs are fully met. This role also involves collaboration across departments and may include customer-specific projects such as specialized reporting, system training, and strategic planning support.

Requirements

High school diploma or GED required; Associate degree preferred.
5+ years of customer service, client support, account management, or relationship management experience, preferably supporting premier, strategic, or enterprise-level clients.
Strong verbal and written communication skills with the ability to build relationships, manage client expectations, and deliver exceptional customer service.
Proficiency with CRM systems, including Salesforce or Microsoft Dynamics, and Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint).
Demonstrated problem-solving and issue resolution skills, with the ability to collaborate across departments to address client needs and deliver effective solutions.
Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
Experience providing client training, onboarding support, reporting assistance, and guidance on products, platforms, services, and best practices.
Collaborative team player with the ability to support strategic account initiatives, mentor peers, share best practices, and contribute to a high-performance, customer-focused culture.

Responsibilities

Serve as daily point of contact for key accounts, responding to inquiries via phone, email, and other communication platforms with professionalism, urgency, and accuracy.
Manage and prioritize all support needs for assigned premier accounts, ensuring a high level of customer satisfaction and adherence with service level agreements (SLAs).
Proactively engage customers through outbound outreach efforts (calls, emails, and strategic touchpoints) to better understand client pain points, sentiment, and overall experience, and share actionable insights with internal stakeholders.
Participate in strategic account reviews and assist in executing customer-specific initiatives, onboarding tasks, or program enhancements.
Provide real-time, account-specific client training and user support, including navigation of DISA platforms, ordering procedures, reporting capabilities, and issue resolution guidance. Serve as the primary resource for client users requiring refresher training, workflow assistance, and platform utilization support related to their day-to-day account activities.
Escalate complex or escalated issues, to internal teams (Compliance, IT, Technical Support, Operations) as needed.
Maintain expert-level knowledge of assigned accounts and operational procedures to serve as a trusted advisor to customers.
Deliver specialized reporting and custom solutions tailored to the needs of premier clients.
Provide mentorship to junior client service team members when needed.
Ensure customer interactions are documented clearly in CRM tools (e.g., Salesforce, Suite).
Maintain a strong understanding of service and product offerings.
Perform additional duties as assigned by management.