Analyst, Customer Success

At SHRM, we are committed to making work, workers and workplaces better through insights-driven policy solutions, learning and development, thought leadership and research. We are shaping the ways employers and employees thrive together. SHRM is empowering our more than 300,000+ members, including HR professionals, business executives, and people managers, to lead as strategic business partners and effective stewards of workplace culture, business productivity, and employee engagement.

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SHRM

<em><strong>BETTER WORKPLACES. BETTER WORLD.</strong></em><br /><br />SHRM creates better workplaces where employers and employees thrive together. As the voice of all things work, workers and the workplace,<br />SHRM is the foremost expert, convener and thought leader on issues impacting today&rsquo;s evolving workplaces. With nearly 325,000 members in 165 countries, SHRM impacts the lives of more than 235 million workers and families globally.&nbsp;<br /><br />Are you interested in growing your career with us? If so, we encourage you to explore our available career opportunities and join our team at SHRM today!<br /><br />Don&rsquo;t see your dream job? Apply <span style="text-decoration: underline;"><a href="https://us61.dayforcehcm.com/CandidatePortal/en-US/shrm/Site/EXTERNAL/Posting/View/372" target="_blank" rel="noopener noreferrer">here</a></span> to join our talent community!<br /><br />To view our Statement of Accessibility, click <span style="text-decoration: underline;"><a href="https://us60.dayforcehcm.com/CandidatePortal/en-US/shrm/SITE/EXTERNAL/Home/StatementOfAccessibility" target="_blank" title="SHRM Statement of Accessibility" rel="noopener noreferrer">here</a></span>. https://www.shrm.org/pages/default.aspx

keywords: job description,work environment,support,assist,strategy,education & experience,communication,skills,physical requirements

Full Time

Overview: The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that they work with. This candidate will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.<br /><br /> <p><strong>Work Environment:</strong></p> Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.
Responsibilities: <ul> <li>Support Customer Success Managers in the implementation and management of large-scale, complex projects for strategic accounts (i.e., global and/or multiple-project/multiple-resource accounts).</li> <li>Provide written and organizational support on deliverables for clients and internal stakeholders, including the tracking of projects to ensure milestones are met and customer expectations are exceeded.</li> <li>Support Customer Success Managers in tracking and monitoring delivery timeline and deliverables from and for internal and external stakeholders and communicating those clearly and timely to all parties.</li> <li>Assist with the creation of project-related collateral and writing custom communications to internal and external audiences to enhance the participant experience and promote organizational engagement.</li> <li>Partner with Creative and Operations teams to edit participant materials and manage production and shipping of content to each classroom session.</li> <li>Providing exceptional client service as a point of contact for client engagements.</li> <li>Support in the overall logistics, assessment timeline tracking, note support, calendaring, Salesforce operations, and tracking of back-end processes.</li> <li>Support sales team with identification of cross sell and upsell opportunities.</li> </ul>
Requirements: <p><strong>Education &amp; Experience:</strong></p> <ul> <li>Bachelor&rsquo;s degree in marketing, business, or equivalent relevant work experience/training experience required.</li> <li>Experienced in Salesforce.</li> <li>Minimum 4+ years of experience in a professional environment, preferably in learning design and delivery, consulting, education, client services, sales support, or program management.</li> <li>Excellent time management/prioritization skills.</li> <li>Strong conceptual thinking skills with great attention to detail.</li> <li>Strong verbal communication skills.</li> <li>Excellent written communication skills and attention to detail; past editing or content creation experience ideal.</li> <li>Strong service ethic when interacting with internal and external clients; ability to work well within a team.</li> <li>Commitment to continuous process improvement and innovation.</li> <li>Comfort with ambiguity and change; ability to make quick adjustments to meet team and business needs.&nbsp;</li> </ul> <br /><strong>Preferred:</strong><br /> <ul> <li>Event management experience.</li> </ul> <br /> <p><strong>Physical Requirements:</strong></p> <ul> <li>Must be able to perform essential duties satisfactorily with reasonable accommodations.</li> <li>Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.</li> <li>Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.</li> </ul> <br /><br /> <div>Our employment practices are in accordance with the laws that prohibit discrimination against qualified&nbsp;individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability,&nbsp;genetic information, veteran&rsquo;s status, marital status, gender identity and expression, sexual orientation,&nbsp;or any other status protected by applicable law.</div> <div>&nbsp;</div> <div>SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).</div> <div>&nbsp;</div> <div>We do not sponsor applicants for work visas.</div>