Customer Solutions Specialist

Primary Goal: The Customer Solutions Specialist facilitates the successful delivery of services to our clients. The Customer Solutions Specialist strives for optimal execution of best practices for account onboarding and support of ongoing services. The CSS shapes the direction of GLOBO by operationalizing client needs, supporting most of GLOBO’s internal departments, and maintaining a deep knowledge of our technology platform and the Language Services space.

Responsibilities: 

• Execute omnichannel implementation programs to facilitate new client onboarding and expansion of services across existing clients
• Participate in the cross-departmental communication for successful service delivery to meet client expectations
• Support the sales team by taking a client-facing role in implementation and onboarding processes
• Master and maintain detailed knowledge of GLOBO’s platform/services and configuration options
• Serve as primary POC for operational communications with existing clients
• Stay up-to-date on product releases and new features and participate in User Acceptance Testing of new features 
• Execute compliance tasks (internal audits, document controls) according to ISO9001 and ISO17100 standards and any applicable industry and client regulatory requirements
• Other duties as assigned

Required Minimum Education and Experience:

• 4 years of professional experience
• Fluency with CRM (Hubspot Preferred)
• Exceptional organizational skills and a proven track record of bringing real-time structure and organization to business processes. 
• Understanding of basic IT operational requirements
• Familiarity with regulatory programs that guide our industry and services
• Proven critical thinking, problem-solving, and troubleshooting expertise
• Experience communicating directly with clients in a professional and polished way
• Bachelor’s Degree from an accredited college or university or equivalent experience
• Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel
• Experience with Google Docs and Apple/Mac Operating System preferred

Additional Preferred Requirements:

• Fluency with  GLOBO HQ and Hubspot
• Ability to work independently in a decentralized environment, without the reliance on direct authority
• Highest level of personal and professional integrity and ethics
• Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
• Broad understanding of current and emerging technology practices
• High level of initiative, accountability, and follow-through
• Value strong teamwork and collaboration skills
• Demonstrated problem solving and decision-making skills;
• Ability to manage multiple initiatives and projects and prioritize needs
• Strong sense of service and passion for the company and business
• Authorized to legally work for any employer in the United States
• Willingness to submit to any requested background checks
• Fluent in English

GLOBO Foundations - Core Competencies: GLOBO has created a roadmap to success outlining the key KSAs and competencies in each job band. As an individual contributor, to perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.

• Drive Results - Take accountability for individual outcomes - good or bad; Prioritize work to support Company rocks.
• Communicate Effectively - Listen with intent to understand; Ask questions to ensure understanding.
• Developing Self and Others - expand self-awareness and be open to feedback; take ownership/seek opportunities for learning, career growth, and development.
• Growth-Focused - Develop a growth mindset by keeping an open mind during change; Seek opportunities to move out of your comfort zone. 
• Customer Centricity - Consistently provides excellent customer service; Actively gathers and leverages information to understand current and emerging customer priorities, problems, expectations, and needs - presents proposed solutions within areas of responsibility.

Supervisory Responsibilities: This position does not have direct supervisory responsibilities.

Work Environment: This position predominantly operates in a remote environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be required to stand up or to sit for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee may be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus. 

Persons with mental or physical disabilities as defined by the Americans With Disabilities Act are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.