Senior Client Services Specialist

Job Description

Senior Client Services Specialist

Job Level

P3

Summary/objective

The Senior Client Services Specialist is a key escalation point within the Strategic Relationship Management team, responsible for managing complex customer issues, driving process improvements, and ensuring exceptional client satisfaction. This role handles high-priority escalations, collaborates across departments to resolve systemic challenges, and enhances service workflows. Additionally, the Senior Client Services Specialist mentors team members and proactively identifies opportunities to improve service delivery.

Core Job Duties

• Manage and resolve high-priority escalations, ensuring timely and effective issue resolution.
• Provide guidance and support to team members in managing escalations and improving service quality.
• Communicate directly with clients, setting clear expectations and providing regular updates on issue resolution.
• Analyze customer concerns, identify trends, and collaborate with internal teams to develop long-term solutions.
• Enhance and refine escalation workflows to improve service efficiency and reduce recurring issues.
• Partner with internal teams, including product, development, and operations, to prioritize fixes for critical system issues.
• Lead process improvement initiatives to enhance service delivery and customer satisfaction.
• Maintain detailed records of escalations and resolutions in CRM systems, ensuring data accuracy and compliance.

Job Complexity

Has substantial understanding of the job and contributes to the development of concepts and techniques. Applies knowledge and skills to complete complex tasks in creative and effective ways.

Interaction

Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures.

Supervision

Acts independently to determine methods and procedures on new assignments. Exercises initiative and judgement in completing recurring assignments. Often acts as a facilitator and team leader.

Experience

Typically requires a minimum of 6+ years of related experience.

Minimum Qualifications

• 5+ years of experience in client services, account management, or escalation management, preferably in a SaaS or enterprise service environment.
• Proven ability to resolve complex customer issues while maintaining a strong client focus.
• Strong problem-solving skills with the ability to analyze trends and drive process improvements.
• Excellent verbal and written communication skills, including the ability to engage with executive-level stakeholders.
• Experience using CRM and ticketing systems such as Salesforce, Zendesk, or ServiceNow.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Senior Client Services Specialist

Effective Date

02/04/2025

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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