Senior Client Success Specialist

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

• You provide an excellent experience with a positive attitude to every client, on every occasion.
• You keep your ear to the ground in terms of the industry's developments and apply best practices to areas of improvement.
• You have a strong interest in learning new ideas, processes, and unique requirements and you're willing to share it within the organization.
• You're exceptionally responsive to your client's requests, and ability to prioritize competing priorities well under limited supervision
• You've got heart and passion for our customers and the ability to exude client satisfaction.

• Execute account management functions for assigned Clients, around 1 to 5 team members, covering tasks that ensure availability and accessibility of support for our EOR Clients and their team with limited-to-no supervision.
• Act as assigned Clients' point of contact for concerns and escalations.
• Lead resolution of client escalations by diagnosing root causes and coordinating cross-functional teams to implement solutions.
• Work with internal teams to support clients and team members from onboarding to a steady state.
• Conduct Business Reviews with partners, and ensure alignment on priorities that can help ensure a steady state and map out further opportunities to upsell GE Services and potentially cross-sell other Boldr Services with the support of broader teams.
• Develop and maintain account plans that proactively identify risks, opportunities, and strategies to expand the client relationship.
• Maintain Client schedule and collect feedback and drive necessary actions to completion.

• Manage our CRM/Hubspot boards and pipelines for tracking, invoicing, and forecasting purposes.
• Support the documentation of Client expenses and other related costs for proper billing.
• Support the broader GE Team in the service of Tier 1 and 2 clients
• Manage Client contracts such as MSAs and SLAs and monitor Boldr's compliance with Client agreements.
• Other administrative tasks that may be assigned, necessary for the GE Team's overall operations

• Establish rapport and capacity to drive initiatives with other teams and stakeholders, not necessarily reporting directly within the immediate GE Team
• Create new and modify existing process documentation for Boldr's internal workflows.
• Proactively identify, design, and implement process improvements that drive efficiency, optimization, and standardization.
• Coordinate meetings with internal and external stakeholders, and ensure proper documentation of meetings and agreements.
• Contribute to the development of frameworks and best practices that can be adopted across the team.
• Follow up on action items and next steps for assigned projects.

• Curious and authentic, just like us! #beboldr .

• An analytical and critical thinker, with an eye for even the most minute of details.
• Passionate about client satisfaction.
• A critical thinker, with a make-it-work approach in solving business problems
• Good at building rapport with both internal and external stakeholders, in an effort to be seen as a reliable expert on GE Services
• Confident in making independent client-facing decisions while balancing both client and company priorities.
• Willing to mentor and support team members, sharing knowledge and guiding them in client-facing situations.

• Basic understanding of the Outsourcing Industry is a plus (if the applicant doesn't have this, we'd expect a strong desire to learn about it).
• Willingness and excitement in learning about all of Boldr's full range of services, including Customer Support, Data Management, Sales Enablement, Content Moderation, and Sales services will be expected.
• Willingness and excitement in learning about all of Boldr partner's industries, including E-Commerce, SaaS, Finance, Real Estate, etc. to name a few
• Strong grasp of Google Suite
• Experience with HubSpot or other CRM System/s, and familiarity with any Applicant Tracking Systems (ATS), Human Resource Information Systems (HRIS), and Timekeeping / Payroll tools are a major plus
• Strong verbal, written, and grammatical English language fluency, enough to enable you to effectively explain new concepts and processes to people who aren't experts and/or completely new to the topics at hand
• Around 3 to 5 years of work experience, with client-facing experience as a major plus.
• Proven experience in analyzing client data, identifying trends, and recommending solutions that positively impact client outcomes.

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