Customer Success Specialist

$45,000 - $66,560/Yr

Robert Half - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Administrative and Support Services

About the position

The Customer Success Specialist at Robert Half is a pivotal role focused on maintaining and enhancing client relationships while supporting new business acquisition. This position requires a proactive approach to managing existing accounts and collaborating with various stakeholders, including company managers and clients, to develop tailored solutions that meet the specific needs of clients' benefit plans. The specialist will coordinate all aspects of client relationships with minimal oversight, ensuring that all client requirements are met and that the company’s offerings are effectively communicated and implemented. In this role, the Customer Success Specialist will be responsible for facilitating client meetings, which includes preparing meeting agendas, taking notes, and following up on action items. The specialist will also review and approve important client documents such as financial statements and benefit communications, ensuring accuracy and compliance with company standards. Monitoring the financial health of client accounts is crucial, as the specialist will help track revenue, expenses, and profitability, making recommendations for fee increases and preparing necessary contracts and amendments. Additionally, the specialist will provide valuable feedback to company management regarding market trends, competitive threats, and opportunities for enhancing client value through expanded service offerings. This role is essential for driving client satisfaction and loyalty, ultimately contributing to the overall success of the company.

Responsibilities

• Coordinate all aspects of the client relationship within the organization with little or no oversight.
• Maintain current knowledge of assigned Plan(s)/ Groups and effectively apply knowledge.
• Implement client requirements and changes in benefit programs.
• Facilitate all client meetings, including meeting agenda preparation oversight, meeting notes, and follow-up.
• Review and approve client financial statements, Summary Plan Descriptions, benefit communications and other client documents.
• Help monitor revenue, expenses and profitability of clients to ensure company financial goals are met.
• Recommend and obtain client fee increases and prepare contracts and amendments.
• Provide feedback to company management on market trends, competitive threats, unmet needs, and opportunities to deliver greater value to customers.

Requirements

• Bachelor's Degree in a related field, or an equivalent combination of education and work experience.
• Minimum of 5 years of experience in a relationship management role, preferably in an insurance, benefits, or TPA environment.
• Excellent verbal and written communication skills, including interpersonal and group presentation skills.
• Ability to exercise independent judgment, manage multiple priorities and deliver high-caliber results.
• Ability to understand complex situations and effectively resolve issues.
• Knowledge of Microsoft Office (i.e. Word, Excel, Outlook, and PowerPoint) required.

Nice-to-haves

• Experience in sales or sales management could be beneficial but is not required.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan enrollment
• Access to free online training programs.