The professional in this role is responsible for managing the service relationship between Questco and an
assigned group of our clients. By providing proactive value and service support, the Client Success Manager
ensures client engagement, client perceived value, and client retention is maximized. The Client Success
Manager must proactively understand each client’s goals to build and deliver individualized plans and help
each client reach their goals. This role ensures that every client understands the Questco relationship, the
value Questco offers, and works collaboratively with the Questco team to exceed the expectations of our
clients.

This position is 100% remote with occasional travel to client sites.

Must live in South Carolina or North Carolina - no exceptions.

This is an early-career/associate-level position. No supervisory responsibilities or direct reports. 

• Under limited supervision, with independent judgment and decision-making, this role is
  responsible for the development and delivery of individualized service plans for assigned clients.
• Responsible for the service relationship with our clients and to responsively troubleshoot and
  escalate issues to the appropriate team members and assist in developing resolution. Manage the
  resolution process to ensure issues are resolved to the best outcome for the client
• Educate clients on breadth and depth of Questco services, develops partnerships with
  stakeholders, and drives Questco’s value
• Builds and maintains a value-add service relationship with assigned clients, consulting on Questco’s
  services to help clients reach their goals
• Responsible for building a trusted relationship with all key individuals at each client and partners
  with all necessary internal departments to deliver on the promised service value
• Clearly understand the value of Questco’s services and can clearly articulate them to clients
• Leverage available tools to document completely all interactions and service needs of every client
  ensuring all service providers can easily understand the needs and risk level of the client in
  accordance with Questco processes
• Assist the Onboarding Team as needed to ensure clients onboarding is smooth and all HR/Service
  needs are captured and met
• Conduct client training and coordinate advanced trainings with the internal teams, as needed, to
  ensure client is comfortable with the Questco software
• Assist in educating the client on HR compliance matters & working with HR Generalist to ensure
  client is informed of Questco’s recommendations on compliance matters as per our processes
• Promote a positive work environment by maintaining respectful interactions with management,
  employees, and clients, and helps drive change to ensure client satisfaction
• Keep applicable Questco systems updated and accurate at all times
• Complete with excellence all other duties as assigned

Questco Expectations

• Maintain a professional and respectful approach with clients and teammates
• Accuracy of work and punctual per any assigned schedule
• Timely completion of all administrative duties for timesheets and expense reports, as applicable
• Partners with all internal departments to help improve client retention
• Fosters an inclusive environment and collaborative approach with teammates
• Always act with integrity, abide by our Code of Ethics, Core Values, and employee handbook

Required Qualifications

• A minimum of 3 years professional services experience, including demonstrated experience
  excelling in a client-facing role
• Bachelor’s degree in related field preferred
• Consulting or customer service experience preferred
• Human Resources certification with SHRM-CP/aPHR preferred
• PEO experience preferred with thorough understanding of the PEO relationship
  
  

Required Skills

• Strong interpersonal skills, ability to handle sensitive client situations gracefully
• Sound independent decision making
• Collaborative approach to problem solving
• Operate as functional and impactful team member
• Possesses a strong degree of initiative, flexibility, and sound business judgement
• Excellent presentation skills, and professional verbal and written communication skills
• Proficient with MS Office suite and passion for driving efficiencies through technology
  
  

Physical Requirements, Language Skills

• Must be able to work flexible schedules when needed to support business needs
• Ability to drive long and short distances throughout the day to various client locations
• Frequent viewing of computer terminal with wrist/finger movement to operate a computer
  keyboard
• Requires sitting or standing for long periods of time
• Must be able to lift and carry up to 25lbs. periodically
• Bend, reach, pull, stoop, and push are all elements of physical activity for this position
• Fluency in English – speak, read and write

Travel

• Up to 30% of work may include travel by car and/or air