As a leader in talent assessment, IKM combines advanced technology, rigorous methodologies, and extensive industry expertise to provide organizations with unparalleled insights into their workforce. Our comprehensive suite of assessments spans a wide range of industries, from information technology and engineering to finance and healthcare. Our assessments are used by clients to support the full spectrum of talent management, including employee selection, development, and succession planning. By leveraging our state-of-the-art assessment tools, organizations can confidently identify top performers, assess critical job-specific skills, and make informed decisions that drive efficiency, productivity, and success.

The Client Success Manager will be responsible for supporting and building strong relationships with our clients, ensuring their success in utilizing our products and services, and collaborating with them to develop talent management solutions.

Position Level: Entry-Level/Early Career 

Responsibilities:

• Respond to incoming inquiries from internal teams, clients and test takers via phone, email, or chat.
• Diagnose and resolve platform or assessments related problems, reported by end-users or internal teams.
• Provide step-by-step instructions, advice, and guidance to clients and test takers in a clear and understandable manner.
• Escalate complex or unresolved issues to the appropriate IT personnel or higher-level support teams while ensuring proper documentation.
• Maintain accurate records, including detailed descriptions of reported issues, troubleshooting steps, and resolutions.
• Set up new client accounts and maintain current ones.
• Collaborate with internal teams to identify and implement process improvements, knowledge base updates, and training materials.
• Collaborate with internal teams, including sales, support, and product development, to ensure a seamless client experience and drive client satisfaction.
• Provide training and guidance to clients on the effective use of our employee selection and development assessments, ensuring they are maximizing their value and achieving their desired outcomes.
• Edit and proofread technical assessment questions for accuracy, formatting, grammar, etc. 
• Stay updated on industry trends, best practices, and competitive landscape in employee assessments to effectively advise clients and provide recommendations for optimizing their talent management processes.

Requirements:

• Bachelor's degree in Business, Human Resources, Information Technology, Communications, or related field.
• Experience in a client-facing role, such as account management, customer success, or client services is preferred.
• Experience in technical editing and proofreading is desirable.
• Experience in recruiting, employee assessment and selection, or organizational development is a plus.
• Excellent customer service and communication skills, both verbal and written.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Analytical and problem-solving abilities with a keen attention to detail.
• Flexibility to work on schedule, if required.

Behavioral Competencies:

• Customer Focus: Demonstrate a strong customer-centric approach, actively listening to client needs, and providing effective solutions that meet their requirements.
• Relationship Building: Build and maintain strong relationships with clients, establishing trust and credibility as a strategic partner.
• Communication: Exhibit excellent verbal and written communication skills, with the ability to articulate complex concepts and influence stakeholders at various levels.
• Problem-Solving: Demonstrate strong analytical and problem-solving abilities, effectively identifying and resolving issues in a timely manner.
• Adaptability: Thrive in a fast-paced, dynamic environment, readily adapting to changes and proactively seeking opportunities for improvement.
• Collaboration: Work collaboratively with internal teams, leveraging their expertise and resources to ensure client success.
• Results Orientation: Display a strong drive for achieving results and exceeding client expectations, consistently delivering high-quality outcomes.
• Organizational Skills: Possess exceptional organizational and time management skills, effectively managing multiple client accounts and prioritizing tasks.