Position Details: Client Success Specialist

Description:

Role Summary

The Client Success Specialist owns end-to-end program operations primarily for Client Success Team (CST) business-led Industry Institute learning programs, ensuring seamless delivery across intake, setup, execution, and closure. This role is responsible for maintaining data integrity, enabling smooth execution, and delivering consistent stakeholder experience.

Work You’ll Do

1) Intake & Program Readiness

•              Receive and triage incoming program requests; validate objectives, audience, timelines, and delivery requirements with stakeholders

•              Capture and maintain accurate intake data in trackers and systems

•              Coordinate pre-program setup, including participant lists, schedules, and system readiness (SharePoint, DOWs, Saba, trackers)

•              Ensure completeness and accuracy of all inputs prior to program launch

2) Program Setup & System Operations

•              Create, update, and maintain program records across core systems (Excel, SharePoint, DOWs, Saba) with strong version control

•              Drive requests through DOWs lifecycle, ensuring timely progression and completion

•              Coordinate with Talent Services Delivery and other teams to process and maintain program data

•              Ensure consistency and alignment of data across systems

3) Execution Tracking & Data Management

•              Maintain program trackers and dashboards with high accuracy and timeliness

•              Monitor program execution in coordination with delivery teams

•              Track attendance, completion, and key milestones across programs

•              Identify and flag gaps, delays, or data inconsistencies for timely resolution

•              Provide regular status updates to program leads and stakeholders

4) Stakeholder Communication & Support

•              Manage participant and stakeholder communication across the program lifecycle (registration, reminders, updates, follow-ups)

•              Publish Saba registration links and support learner onboarding and basic troubleshooting

•              Deliver timely, clear, and structured communication aligned to program milestones

•              Support direct stakeholder coordination as required

5) Post-Program Closure & Reporting

•              Compile and validate attendance reports (virtual and in-person) and program completion data

•              Execute program closeout activities in DOWs, ensuring all documentation and requirements are complete

•              Perform final data validation and ensure accuracy of completion records

•              Maintain organized closure documentation and ensure proper archival of program records

6) Curriculum & Content Maintenance

•              Maintain the curated curriculum site by updating course listings, links, and descriptions

•              Retire outdated content and coordinate updates with content owners

•              Ensure all curriculum information remains current and accurate

Core Capabilities

•              Strong ownership and accountability across end-to-end processes

•              High attention to detail, especially in data accuracy and communication quality

•              Clear, structured written communication with stakeholders across levels

•              Ability to manage multiple programs simultaneously in a fast-paced environment

•              Strong coordination and stakeholder management skills across teams

•              Proactive problem-solving and timely escalation of risks or issues

Required / Preferred Qualifications:

•              Bachelor’s Degree

•              Minimum 6 years of related professional experience

•              Demonstrate inclusive leadership and teaming behaviors.

•              Strong command of Microsoft Office skills and ability to produce deliverables that carry a “stamp of excellence.”

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