Analyst, Customer Success

SHRM creates better workplaces where employers and employees thrive together. As the voice of all things works, workers, and the workplace, SHRM is the foremost expert, convener, and thought leader on issues impacting today’s evolving workplaces. With nearly 325,000 members in 165 countries, SHRM impacts the lives of more than 235 million workers and families globally.

SUMMARY
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.
Responsibilities

• 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)
• 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.
• 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.
• 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
• Partner with Creative and Operations teams to edit participant materials and manage production and shipping of content to each classroom session
• Providing exceptional client service as a point of contact for client engagements
• Support in the overall logistics, assessment timeline tracking, note support, calendaring, Salesforce operations, and tracking of back-end processes.
• Support sales team with identification of cross sell and upsell opportunities

Education & Experience Requirements
Education

• Bachelor’s degree in marketing, business, or equivalent relevant work experience/training experience required.
• Experienced in Salesforce
• Minimum 4+ years of experience in a professional environment, preferably in learning design and delivery, consulting, education, client services, sales support, or program management
• Excellent time management/prioritization skills
• Strong conceptual thinking skills with great attention to detail
• Strong verbal communication skills
• Excellent written communication skills and attention to detail; past editing or content creation experience ideal
• Strong service ethic when interacting with internal and external clients; ability to work well within a team
• Commitment to continuous process improvement and innovation
• Comfort with ambiguity and change; ability to make quick adjustments to meet team and business needs

Preferred

• Event management experience

Certifications

• N/A

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.
• 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.
• 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.

Work environment
Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.