About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere. CLIENT SUCCESS SPECIALIST The Client Success Specialist works under the direction of Client Success leadership to manage all aspects of operational, technical, and financial performance for a strategic global testing program, including ensuring delivery of contracted services, attainment and communication of service level compliance, and financial performance. The CSS collaborates with multiple business units within Prometric to provide program support. The CSS will also identify opportunities to improve service quality, reduce operating expense, and increase revenue streams within the portfolio through client discovery, development of a value proposition, articulation of solution benefits and client negotiation. The CSS should be skilled in project management tools and techniques and capable of leading global cross-functional teams to accomplish various client objectives. Responsibilities Drive a consistent cadence of customer coverage activities designed to increase the likelihood of renewals Provide basic technical support to ensure customer satisfaction First point of contact for client inquiries regarding service issues Ensure all contractual obligations are being met, tracked, and communicated to relevant stakeholders across the organization Ensure planned activities (publishing cycles, etc.) are being undertaken and completed, serving as de facto PMO Collaborate with Account Executive on any opportunities for revenue growth that emerge from daily / weekly interaction with clients Raise awareness to the organization of any risks, especially client visits from competitors, mentions of competitive offers to client, etc. Use Prometric's sales tools (e.g., Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast Experience Candidate should at least possess Diploma (Advanced / Higher or Graduate) Bachelor's Degree or equivalent 2-3 years of professional experience in account management / client services with a proven track record of managing complex solutions. A minimum of 2-3 years' experience in Customer/ Client Support Escalations, preferably with American clients or have a neutral accent is an added advantage. An excellent performance record that demonstrates accountability and reliability. Good attendance record with no formal disciplinary action(s) for the past 12 months. Ability to multi-task and handle large portfolio of clients Effective written and verbal communication skills Must be detail oriented Must be able to think outside the box Must be able to handle irate client escalations Must be able to work on their own and be self-motivated Must be able to work in a team environment Must be able to provide client support services in accurate and timely fashion Must be able to develop process improvements to enhance service efficiency and effectiveness. Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law. Show more Show less