Client Success Consultant

Work at Purchasing Power

Position: Client Success Consultant

Location:   Atlanta/Hybrid work model

Who Are We:   Purchasing Power (corp.purchasingpower.com)

We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.

The Opportunity:  Reporting to the Sr. Manager, Client Success, the Client Success Consultant will be the first line of contact between Purchasing Power and our clients regarding servicing issues, questions, or escalations. They will be integral in the maturation of Purchasing Power’s client facing service offering and delivering a true Voluntary Benefits experience to our clients. The individual in this role will have the responsibility to take questions, address concerns or inputs from our clients via email or telephone and translate those needs to others within the organization.

What You Will Do:

• Provide a superior level of service and communication to both the internal teams who assist in the resolution as well as a thorough explanation to the client once the issue is resolved
• Identify process gaps that create service concerns for clients and recommend workflow changes to resolve them
• Research and respond to client inquiries, answer questions or address issues with a strong sense of urgency
• Communicate in a professional manner when interacting with clients on behalf of cross functional departments with questions or items of clarification that aid in the quality servicing of our clients
• Document inquiries and maintain accountability for assigned clients including understanding specific client business rules and characteristics and applications with limited supervision
• Maintain a solid knowledge of internal processes that affect clients and how to troubleshoot when issues arise including working independently with the appropriate cross functional team to engage in resolution
• Drive towards root cause resolution when servicing questions or issues arise and maintain accountability for seeing the items through to completion with limited supervision utilizing internal and external resources
• Ability to communicate forward-thinking resolutions to clients without revealing internal processes or procedures.
• Aptitude to demonstrate cross functional collaboration addressing ownership and accountability for client/company driven issues
• Work with internal partners to address continued service issues in a collaborative, objective, and client sensitive manner
• Understand trends in servicing issues and maintain a series of data and reports that allow other teams and managers to assist in the resolution of holistic issues or strategy changes
• Review reports and data driven documents prior to submission to client for accuracy and data integrity.
• Manage and maintain service quality for assigned Book of Business with a concentration on highest grossing revenue clients and high-profile service driven clients

Basic Qualifications: 

•  Bachelor’s degree in general area of study or 6+ years or relevant experience may be consider in lieu of a degree
• 3-5 years of appropriate industry exposure, including specific voluntary benefit experience
• Advanced Level knowledge of Microsoft Office (Word, Excel, PowerPoint, Visio, create Pivot tables and perform VLOOKUP’s)

• Client facing experience in a fast-paced environment

   

The Experience You Will Bring:

• Relationship Management and Client Service Management experience
• Proficient knowledge of voluntary benefits or financial client services with a focus on client resolution
• Ability to understand technical components of servicing, including B2B electronic and manual data file transfers
• Ability to work independently and effectively demonstrate professional and business judgement 
• Self-starter and aptitude to demonstrate initiative in a high stress environment, managing stress in a professional manner

• Advanced verbal and written communication skills with the ability to demonstrate exceptional follow-through

   

Your Well Being:

• Hybrid work model (Onsite/Offsite)
• Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
• 401k Retirement Plan
• Flexible PTO
• Career Development
• Employee Purchase Program

What We Stand For:

• We act with intensity, urgency and a passion for supporting our customers and growing our business.  We strive for excellence.
• We hold ourselves accountable and expect it of each other.  We attack problems with a positive “can do” attitude.  We do what we say we’ll do.
• We deliver as one team, working together with integrity, respect, trust, transparency, and fun.  We are better because we work here.
• We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
• We exhibit innate curiosity and creativity to innovate and reimagine how things can be done.  We ask, is there a better way?

Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.

Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.