ThinkReliability is a consulting and training organization focused on solving problems and improving business processes. As consultants, we lead and document complete investigations. In our Cause Mapping® Root Cause Analysis workshops, we teach individuals how to thoroughly investigate and prevent everything from day-to-day recurring problems to catastrophic events.
Headquartered near SH 288 and FM 518 in Pearland, TX, ThinkReliability has been providing Cause Mapping training and consulting projects globally for more than 20 years. We serve clients across a diverse set of industries including aerospace, agriculture, chemical, defense, energy, healthcare, information technology, manufacturing and others.
We are a small local business with a broad, global reach. While working at ThinkReliability, no two days are the same.
Position Summary:
ThinkReliability is looking for someone who wants to put their problem-solving skills to use and have fun doing it!
Located in our Pearland office, our Client Success Specialist focuses on building and maintaining relationships with prospective and existing clients by actively listening to their goals and understanding their needs. The Client Success Specialist matches client needs to our offerings, creates quotes, schedules training services and maintains ongoing follow up to ensure satisfaction is achieved by the ThinkReliability team.
The ideal candidate for this position finds problem-solving fulfilling, loves a fast pace and enjoys digging into issues to figure things out and make things happen. The person we are looking for might often be called an over-achiever, gets pulled in to help with technology challenges, and could typically be relied upon to get things done that others can’t quite figure out. With an eye for detail, a penchant for process improvement and a knack for tactful delivery, someone in this role has the ability to make an impact on our clients’ success as well as our own. Successful candidates will be well organized, have previous sales experience, can identify trends and make connections. We’re looking for a self-starter and a team player.
Position Responsibilities:
CLIENT SERVICES
· Serve as the go-to person for clients by monitoring, responding to and following up on current and prospective client inquiries including, but not limited to, general information requests, quote requests, requests for additional training and coordinating scheduling with internal and external parties.
· Consult with clients to identify their needs and provide suggestions for product and service solutions.
· Plan and coordinate all scheduling with clients and internal instructors, based on availability, to deliver timely and successful services.
· Develop and conduct follow-up inquiries/surveys with clients and participants after the conclusion of projects to assess potential needs for additional resources, trainings or other services.
· Create additional client opportunities by recommending supplementary services such as virtual and in-person instructor-led training, on-demand learning opportunities and facilitated root cause analysis investigations.
· Onboard clients with access to the online training portal, and act as a liaison between the client and the online training development team.
· Translate real-world issues and apply the knowledge of the business and the industry to support both clients and instructors to provide appropriate and sustainable solutions.
· Maintain detailed data of potential and existing clients using the CRM tool.
· Manage client MSAs/contracts.
PROCESS IMPROVEMENT
· Develop strategies for improving client services.
· Design effective communication strategies for clients and staff.
· Partner with the Director of Marketing to identify additional resource development and messaging opportunities based on trends identified by tracking data from client feedback.
· Participate in activities concerned with production, pricing, sales or distribution of services.
ANALYSIS/DATA
· Track, analyze and report the status of prospects from initial contact to project delivery by using the CRM to forecast future business trends.
· Ensure client satisfaction by monitoring, measuring and reporting data using participant surveys and regular client touchpoint discussions.
· Provide direct client feedback to leadership, acting as a partner for continuous improvement on products and messaging.
Education / Experience:
REQUIRED
· Bachelor’s degree
· 3-5 years of experience in a related role
· Superstar in Microsoft Office Suite – on a scale of 10 to 11, how much do you love Excel?
· Experience using CRM tools such as HubSpot or Salesforce
PREFERRED
· MBA degree
· Experience in the consulting industry
· Sales responsibilities in a previous role
· Event planning in professional environment
Knowledge / Skills:
· Excellent interpersonal, written and verbal communication skills
· Strong organizational and time-management skills
· Interest in learning training product offerings and curious about new concepts
· Sharp attention to detail and ability to multitask – think “air traffic controller”
· A "get things done" attitude and the ability to have fun while solving problems
· Team player, with the ability to operate independently
· Ability to demonstrate a high level of professionalism with a witty sense of humor
If you think that you would be perfect for this role, don’t let this list of requirements get in the way. We’d love to hear from you! Help us understand what makes you great in your cover letter when you submit your application.
Compensation:
Entry annual base compensation range: $50,000 to $65,000. This position is eligible for a bonus program and SEP contribution (paid annually) – with Total Annual On-Target Compensation ranging from $65,000 to $90,000.
Apply Now:
For your application to be considered complete, be sure to upload the following materials in the application form:
- One-page cover letter PDF explaining why you are a good fit for this position, as well as salary requirements
- Resume in PDF form