Xerox

Overview:
The Client Success Specialist is responsible for ensuring a smooth onboarding process for new and existing clients by coordinating with internal teams and managing client expectations from setup through post installation.

The Client Success Specialist is responsible for reducing the loss of existing clients and offering solutions to our clients.  Acting as a client advocate, helping clients with billing, service, or other matters through liaison with the appropriate department.  The Client Success Specialist will have regular contact with the client base, ensuring client satisfaction and cultivating relationships.

The role is focused and measured on:

• Client relationship management across various Xerox Business Solutions accounts.
• Communication skills across all levels from senior executives to operational staff.
• A representative of the Xerox Business Solutions brand and portfolio to both internal and external clients. 
• Ability to demonstrate a breadth of knowledge and understanding of the Xerox Business Solutions capabilities and strategy.

Primary Responsibilities:

• Onboarding clients to Xerox Business Solutions.
• Follow orders through the process and confirm action steps are completed.
• Provide first invoice review of new contracts.
• Manage client escalation and satisfaction across the organization.
• Acts as a liaison between Sales and internal departments.
• Provides Quarterly Business Review support.
• Work with clients to ensure 90%+ Connectivity.
• Document all client interactions in the appropriate databases and spreadsheets. 

Key competencies for the role holder:

• Strong client focus - ability to communicate at all levels.
• Demonstrates a breadth and depth of operational management expertise.
• Strong project management, time management, and change management skillsets.
• Trouble shooting and incident management skills.

Education / Experience:

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Candidate Background: Skills, Knowledge & Ability:

• Significant industry experience in business administration or a related field.
• Strong client communication and interaction skills.
• Demonstrable experience of having designed and implemented client satisfaction improvements.
• A self-starter, takes a project from discovery to completion with very little guidance.
• Strong organizational and communication skills, team orientated philosophy, and problem-solving skills.  Works well in group problem solving situations.
• Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines.
• Strong computer skills, specifically spreadsheets and data management.
• Sound judgment and flexibility in balancing competing priorities.
• Ability to take on increased responsibilities as the position advances.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Client Success - Manages difficult client situations; Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Ethics - Works with integrity and ethically; Upholds organizational values; Treats people with respect; Keeps commitments; Inspires the trust of others.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
• Responsible Thinking - Exhibits consistent and ongoing efforts towards innovation in the work environment. Explores improvements to; cost savings, revenue generation, process enhancement, “Green” initiatives, client satisfaction, and bettering overall workplace culture.

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