Careers | Harvard Business Publishing
Client Service Specialist
Higher Education
Full Time
Brighton, MA
8/28/2018
JO-1808-1272

At Harvard Business Publishing (HBP), our mission is to improve the practice of management in a changing world. In print and online, we help lead, inform, and inspire professionals, corporations, educators, and students around the world through the content we provide. In a constantly evolving global marketplace, we invite the dialogue that advances management through the creation of a multifaceted range of materials. Our work makes an impact every day, in the form of the books, articles, and case studies we publish; the learning programs and digital tools we offer; and the video content we deliver.
 
Our Higher Education group works with post-secondary programs including graduate and executive education around the world to advance participant-centered learning using a range of teaching tools and programs, including Harvard Business School cases, multimedia cases, computer-based simulations, and in-person seminars.
 
The Client Services Specialist supports B2B customers and the Higher Education Sales Team. This role provides customer support for Sales Managers, manages concierge services, creates and implements user complex course material set-ups. The Client Services Specialist will also be responsible for managing the operational aspects of service-driven pilots, like classroom enablement for Platform Partners which includes process documentation, content facilitation, and ensuring billing occurs post enablement.

Key Tasks: Those who are successful in the Client Services Specialist role have exceptional organizational and time-management skills, are comfortable shifting between multiple priorities, and demonstrate professionalism with strong listening and probing skills. These individuals build and sustain effective business relationships with internal and external team members through their ability to anticipate issues and problem-solve. In addition, they exhibit the initiative to work creatively to support their team members to meet or exceed revenue targets and unit goals. S/he is passionate about the provision of exemplary support in this highly customer-facing role. 

Responsibilities: 
  • Responsible for ensuring a high-quality customer experience.
  • Provide concierge services designated for high-touch customers.
  • Primary point of contact for Higher Ed internal stakeholders and select contract faculty and admin for course set up of HBP content.
  • Coordinate with resources needed for timely and accurate resolution of Priority Support Issues. Serve as a primary point of customer communication for Priority Support Issues. This may include some non-business hours activities.
  • Act as liaison between HE Sales Operations and other functional areas, particularly interaction with HE/IT, Finance and Customer Service.
  • Serve as a main point of Higher Education customer-based sales analytics pertaining to client services adoption and identify potential new service offerings.
  • Serve as primary owner of customer dashboard analytics in the CRM (SalesForce.com). 
    Participate in data integrity efforts in the CRM. Ensures sales data integrity and adequate updating in the CRM system.
  • Serve as subject matter expert on Higher Education’s service offerings including Platform. Partner enablement and other programs as identified for pilot programs and standard offerings.
  • SME on pricing set-ups and application. 
Requirements:
  • Excellent oral and written communication skills. Must be able to communicate with varying levels of internal & external customers.
  • Solid computer skills. Advanced use of Microsoft Office, including Excel.
  • Able to learn new technology and assist others with using technology.
  • Familiarity with CRM and Financial systems is desired.
  • Ability to learn the technology platforms and understand the operational/transactional dependencies within our array of business systems (Oracle, Eloqua, Salesforce.com, ZenDesk)
  • Strong prioritization and timeline management ability. Dependable with consistent follow-through. A team player who works well independently with a strong attention to detail.
  • Customer-focused mindset. Ability to anticipate and solve practical problems and resolve issues.
  • Positive flexible attitude with a ‘can-do’ approach to solving challenges. Must have a resilient, tenacious personality.
  • BS/BA degree required or equivalent professional experience. 2-3+ years of experience in related field and/or client service experience.
Benefits & Perks
We offer competitive salary, a comprehensive, competitive benefits package that includes a broad range of medical and dental coverage options; short and long-term disability benefits; medical/dental and dependent care flexible spending accounts; basic and contributory life insurance; retirement and savings benefits; a competitive paid time-off program, and Harvard (HBP/HU) perks. Located in Brighton Landing compound next to the new practice arena for Bruins and Celtics, NB Fitness Club Facility, and Boston Landing commuter rail stop. We offer free parking and shuttle services, discounted T Passes. Plus, early release, summer Fridays. And we’ll equip you with the best tools money can buy.

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