Associate Client Services Specialist

Bachelor's degree with 1+ year of equivalent practical experience in a support or operations-related role. 4+ years of demonstrated proficiency or equivalent practical experience in a support or operations-related role. Proficient in Excel operations (data sorting, filtering, reformatting, validation). Familiarity with Zendesk (or similar CRM), Salesforce, and Google Suite. Proven experience in customer implementation and/or project management within a B2B environment. Prior exposure to the demands of a rapidly evolving organization.

Configure Omada systems and monitor readiness for customer onboarding/offboarding. Manage reporting requests lifecycle and provide timely updates. Generate insightful reporting and serve as primary contact for additional requests. Oversee creation and management of reporting portal access for customers. Investigate, triage, and resolve cases from customers and internal stakeholders. Resolve complex client problems and disputes professionally. Identify and resolve documentation and workflow gaps. Develop and oversee implementation of Client Services protocols. Maintain accurate records of customer interactions for training. Track operational metrics and assess KPI achievement. Support preparation and delivery of Quarterly Team Updates. Manage special projects to enhance Client Services protocols.