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Client Services Specialist

The Client Services Specialist (CSS) is a client-facing role responsible for driving adoption of IANS’ services and providing operational support for our End User Decision Support advisory services.  The CSS acts as point person throughout the client experience interacting with IANS clients, external subject matter experts (Faculty) and IANS account management teams.  The ideal candidate has exceptional project management skills with a customer service mentality.  The position is based in Boston.

The CSS will possess skills and work ethic aligned with the IANS values of grit, results, initiative, passion and positivity. 

Core Responsibilities

  • Build and maintain key relationships with clients, Faculty and account management teams
  • Serve as a liaison between clients and IANS Faculty
  • Strategize and create action plans to drive adoption of services
  • Act as the IANS coordinator for client engagements
  • Coordinate, communicate, schedule and follow-up on client inquiries
  • Review and act upon Salesforce queue/client requests daily
  • Keep abreast of IANS Faculty technical competencies to effectively connect clients with Faculty
  • Maintain high client satisfaction levels by timely and appropriate allocation of resources

Candidate Profile and Qualifications

The qualified candidate has 2+ years of client service and project management experience.  We are targeting individuals who demonstrate strong competency in the following areas:

  • Effective communication and presentation skills to both internal and external audiences
  • High level of energy and passion
  • Process orientation with keen attention to details
  • A problem solver with effective time management skills and a sense of urgency
  • Strong team and collaborative orientation
  • Interest in information security and complex technical content
  • Bachelor’s Degree preferred
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