Job Description

We are seeking a Client Transition Specialist to join our Customer Success team. This person will facilitate a smooth transition for departing clients, ensuring a continued positive relationship and the collection of valuable insights to enhance our services. This role is crucial in managing the processes of transitional moments through a structured and empathetic approach, with a focus on maintaining high client satisfaction and data-driven service improvement.

Responsibilities

• Spearhead the onboarding and offboarding process, ensuring clients experience a seamless transition with minimal disruption.
• Oversee all communication with clients during the transition phase, ensuring clarity and professionalism.
• Preserve a positive rapport with onboarding and offboarding clients, fostering potential future collaborations.
• Develop onboarding and offboarding protocols. Create and refine transition procedures and checklists that align with best practices and client expectations.
• Partner with internal teams to ensure a coordinated experience for clients.
• Gather and analyze exit data. Collect comprehensive feedback and metrics from departing clients to inform continuous improvement strategies.

Qualifications

• Demonstrated ability in managing client offboarding processes within a customer success or account management context.
• Strong capability to interpret feedback and metrics, turning them into insights for service enhancement.
• Excellent interpersonal skills with a proven track record of maintaining positive client relationships post-engagement.
• Ability to manage multiple offboarding projects simultaneously in a fast-paced environment.
• Advanced proficiency in English is essential. Candidates must be able to:
• Speak: Fluently and clearly in professional settings.
• Read: Comprehend complex texts, reports, and documents.
• Write: Produce well-structured, error-free written communication, including emails, reports, and presentations.

Preferred

• Minimum of 3 years in a customer-facing role, with a focus on offboarding within a tech-oriented environment.
• Bachelor’s degree in Business Administration, Human Resources, or a related field, with an emphasis on customer relationship management.