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|Client Success Specialist|
|About Harvard Business Publishing:
Harvard Business Publishing (HBP) was founded in 1994 as a not-for-profit, wholly-owned subsidiary of Harvard University. Our mission is to improve the practice of management in a changing world. We do this by bringing together the best of academic research and real-world management expertise from around the globe. Through our multiple platforms, we publish ideas that inform and inspire managers, corporations, and educators. Harvard Business Publishing comprises three market groups: Corporate Learning, Harvard Business Review Group, and Higher Education.
With approximately 450 employees, primarily based in Boston, with offices in New York City, India, and the United Kingdom, Harvard Business Publishing serves as a bridge between academia and enterprises around the globe through its publications and multiple platforms for content delivery, and its reach into three markets: academic, corporate, and individual managers.
About Corporate Learning:
Harvard Business Publishing Corporate Learning partners with clients to create world-class leadership development solutions for managers at all levels in global organizations and governments. We leverage the management insight, thought leadership, and expertise of Harvard Business School faculty and Harvard Business Review authors to provide solutions that are relevant to today’s most pressing business challenges. For more than 20 years, we have developed and delivered innovative, technology-enabled solutions that drive meaningful business results.
The Client Success Specialist is chiefly responsible for supporting the day-to-day operations of core customer-facing Corporate Learning applications. The role also requires representing HBP with expertise as a technical product consultant in a manner that protects the brand and creates customer loyalty to our global customer base and responding to client admin requests in a manner that meets or exceeds clients’ expectations of service.
•Provide client admin support for HBP electronic products, websites and services via phone and email.
•Be an expert in using and explaining our customer facing websites, digital content delivery methods and vast product lines.
•Administrate all CL applications, including but not limited to Harvard ManageMentor, HMM Spark, LeadingEdge and HBP’s learning platform for all clients.
•Partner with other members of Delivery on client support and rollout activities
•Perform Tier 2 troubleshooting activities on tickets escalated from HBP’s Customer Service department.
•Accept feedback and criticism in a positive, helpful, concerned way, acknowledging your understanding and working out a solution which is both acceptable to our client and within the policies and procedures of HBP.
•Be responsible for communicating team news to the business as a contributing writer on management communications to CL staff.
•Contribute to operational enhancements of the CL Global Delivery team.
•Develop training documentation as needed.
•Provide reports for Sales and Learning Solutions for Quarterly check-ins
•Provide HMM Admin Demo and Training if requested
KNOWLEDGE AND SKILLS:
•Customer focused attitude with ability to explain technical information to non-technical people with compassion
•Ability to adapt quickly to ever changing priorities and handle multiple tasks simultaneously
•Organizational, analytical and problem-solving skills
•Detail oriented, decisive and highly motivated with excellent follow-through
•Proven success working within a team setting and across cultures with clients around the globe
•Outstanding communication skills in English, both written and verbal. Other languages a plus.
•Strong working knowledge of personal computers, mobile devices, interactive products and web related applications.
•Familiarity with Adobe Acrobat Reader, Microsoft Office products especially Excel, ticketing systems and/or learning management platforms.
EXPERIENCE AND EDUCATION:
•Three to five years of successful experience in any combination of these fields: sales, consulting, publishing, educational technologies and/or technical support.
•A minimum of a four-year degree from an accredited college.
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