International SOS – Client Success Partner
International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGOs, and governments around the world.
About the role
The Client Success Partner is responsible for the adoption of solutions for their assigned customers. This is a front-line, customer-facing, and customer advocate role responsible for engaging with clients to discuss, understand, and plan for the deployment and utilization of our products. This position is also responsible for ensuring the optimal adoption of our solution. This role requires a customer-centric focus, the ability to learn how our solutions can be configured including options, a good grasp of how multiple products and services should be positioned as a solution, and the ability to influence customer decisions.
•Manage and support a Tier 1 Key Account portfolio within an assigned territory.
•Follow up with customers after deployment to ensure that the client has been successful with getting the solutions adopted by their user base.
•Ensure the continuity of the remaining implementation tasks after the handover of the onboarding team (remaining Data feed setup etc.)
Ensure Onboarding and implementation when needed (for example account extension, onboarding language backup)
•Engage with territory clients to understand, analyze, document, and influence the decisions of customers.
•Capture feedback from customers on how to improve the Services and drive their optimal usage.
•Negotiate project plans and ensure scheduled events and milestones are delivered on time.
•Engage and maintain Data Accuracy reviews with clients.
•Deliver periodic status reports to internal and external clients.
•Train clients on using our solutions effectively.
•Proactively engage clients on the utilization of their solutions and services (preparation, review, and presentation of utilization and activity reports).
•Attend Client Business Reviews (physical or remote). Few trips in Europe (approx. 10/12 times a year)
-Proven experience in a client service/facing role, with international corporate organizations.
-Proven service delivery experience for an enterprise application that is delivered as an online service.
-Exposure to dealing with multiple contacts from different geographical areas.
-Strong project management experience.
-Ability to speak another language relevant to the location and client base: French/German/Italian/Spanish
-Global knowledge and previous experience in international markets.
-Ability to project a professional image and communicate concepts and issues at a level appropriate to the audience.
-Excellent communication skills (oral, written, and listening).
- Private health care, dental cover, pension scheme, life insurance
- Discount schemes (Cycle2work, season ticket loans, gym discounts)
- Access to our Employee Assistance & Employee Support Programme
- Access to Chiswick Business Park Enjoy Work events (if based in London)
- We celebrate diversity on a global scale and encourage every colleague to bring their personal best by creating an environment of inclusion and equal support
Hybrid working: 3 days in the office. Please check our address: Building 4, Chiswick Park, 566 Chiswick High Rd., Chiswick, London W4 5YE
#EUROPE #LI-Hybrid #LI-AG1
At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality, and support.
International SOS has been recognized as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2021.