International SOS is the world's leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting our clients' employees first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients and their employees in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective on a global scale to protect and save lives and thereby enable our clients to achieve their business goals. As we've delivered on this mission over the last 35 years, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO's and governments around the world.
Job Purpose:
The Client Delivery Specialist is assigned to a centralized, time zone specific team supporting the clients and the Account Management and Business Development teams within the time zone. As a Client Delivery Specialist, you are responsible for providing day to day client support, training/re-implementation, implementing new solutions for existing clients, and supporting additional service needs of internal teams and client organizations.
Remote Work Policy:
Our organization follows a hybrid work structure where employees are required to work from the office in Trevose, PA, 3 days a week. #Americas
Key Responsibilities
Client Request Management and Solution Adoption Support
- As needed, support time zone Account Management team with responding to client questions or issues related to International SOS solutions.
- Maintain up-to-date client-specific procedures, contacts, and insurer information.
- Conduct client stakeholder training for proper solution adoption
- Maintain proper case management with internal and external stakeholders through Salesforce/Service Cloud
- Independently manage the implementation of new solutions for existing accounts.
- Ensure proper management of end-to-end services for new solutions purchased by existing customers.
- Establish a good understanding of the client's service expectation, unique pain points/challenges, global/regional/ business structure with introduction to key stakeholders and their global footprint.
- Maintain structured project plan with client stakeholders to ensure implementations are managed aligned with International SOS onboarding/implementation SLAs/KPIs.
- Negotiate new solution implementation project plans with client and stakeholders and ensure scheduled events and milestones are delivered on time for each account assigned.
- Liaise with cross-functional internal teams to make sure project plan remains on track, including working with the International SOS Assistance Center management team, technical teams - data/reporting/digital support and product management to ensure a successful program implementation and overall client satisfaction with the products and services.
- After the completion of the implementation, receive confirmation of client satisfaction and transition to regional support team or Client Services individual.
- Provide training, education, and best practices to clients on solutions virtually, as needed.
Required Skills and Knowledge:
- Experience and confidence in learning proprietary Software products. Proficient with Microsoft Products (Word, Excel, PPT), Salesforce.
- Excellent numeric, written and oral communication skills.
- Project management experience - Excellent organization skills with proven ability to manage multiple concurrent projects and adjust to frequent changes in project priorities.
- Ability to work in a multi-lingual, multi-cultural organization where consensus is the norm.
- Excellent time management skills with the ability to successfully manage numerous projects simultaneously.
- Computer literate (MS Word, Excel, PowerPoint and CRM applications).
- Strong individual that can work autonomously and within a team to deliver results.
- Cultural sensitivity and awareness.
- Experience in an operationally / commercially focused analytical and/or Customer Services role.
- Research experience valuable
- Exposure to working in a cross-border engagement sales environment including previous working experience selling to emerging markets is preferable.
Associates (2 year) or Bachelor (4 year) degree or commensurate experience
Required Languages:
- Ability to communicate in English fluently (oral and written) an absolute must.
- Ability to speak another language relevant to location and client base will be an advantage
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International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.