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Client Success Specialist Jobs
Company | Symcor |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-09-08 |
Posted at | 9 months ago |
About Symcor
- Plan and implement service improvement processes and procedures that remediate gaps and directly influence Client Experience and reduce Customer effort.
- Provide input, update and/or produce a variety of reports, and other documentation (e.g., execution, trend / performance / status reports, internal and external presentations, etc.) ensuring accuracy and within established timelines to inform key internal and external stakeholders.
- Track, analyze, and communicate key metrics, KPI targets and business results in order to continuously improve business operations, and to further develop key relationships.
- Gather "Voice of the Customer" feedback by leading monthly one -on-one and group interactions with Symcor's clients.
- Provide regular updates to Senior Leadership Team.
- Identify service delivery trends, gaps related to processes, reporting or data integrity, and customer pain points and make recommendations to streamline, improve and automate processes that will enhance delivery for exceptional Client business experiences and optimize service delivery processes.
- Collaborate with internal stakeholders to ensure client requests/contractual obligations are met, Client expectations are exceeded, and effective and efficient quality service is provided in accordance with policies, procedures and Service Level Agreements (SLAs). Gather client requirements for annual CCS tax season and communicate to internal stakeholders to ensure awareness.
- Provide data for updates at Monthly Governance level Client Meetings. Document , maintain and track meeting notes and actions and ensuring timely uploading to a central artifact repository. Further artifact management may include but not limited to tracking and uploading of Contractual Obligation Documents.
- Use feedback to evaluate effectiveness of service improvement plans and ensure CSAT goals are met or exceeded.
- Prepare estimates, cost/benefit analysis and requirements analysis for proposed changes. Responsible to communicate with internal and external stakeholders on the status of initiatives.
- Primary point of contact to facilitate the resolution of Client inquiries, billing issues, process clarifications, complex escalations and urgent service delivery challenges. Ensure that issues are resolved with care and urgency leading to exceptional client experience.
- College or University degree or equivalent work experience.
- Good understanding of current operations, advanced level understanding of ECM process and procedures, customer service, analytics, problem solving, collaboration, time management
- 2 - 5 Years in Customer Service or Client Relations
- Account Management experience an asset
- In depth knowledge of Symcor PPS, CCS and COR IQ services
- Demonstrated skills as a Customer Satisfaction advocate
- Knowledge of ITIL v3
- Knowledge of Symcor's Enterprise Incident and Problem Management procedures
- Expert Communication skills
- Computer skills (i.e. Excel, access, Word, PowerPoint)
- Business acumen
- Leadership, listening and problem-solving skills
- Knowledge of Symcor's Change Management Process
- We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.
- Ability to make a difference and lasting impact.
- Leaders who support your development through coaching and managing opportunities.
- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
- Opportunities to do challenging work and progressively take on greater accountabilities for growth.
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