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.

1800 Duke St Alexandria, VA 22314, USA


<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="" 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="" target="_blank" title="SHRM Statement of Accessibility" rel="noopener noreferrer">here</a></span>.

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>