Client Services Specialist

Client Services Specialist

**The position is based in Boston, with the expectation to come into the office at 2-3 times per week.

Position Description

The Client Services Specialist (CSS) is the perfect foundation for someone looking to start their career in a multi-faceted role in Information Security customer service and operations.  The focus is acting as a point person throughout the client experience: interacting with IANS Clients, working cross-functionally with Account Managers and Faculty (industry experts), and managing operational tasks. 

 

The Client Services Specialist delivers the IANS Ask-an-Expert service to help our clients make better security decisions. This involves fielding & scoping Ask-An-Expert requests, and sourcing & identifying the appropriate Faculty to consult with clients on these questions.

 

We believe that to execute against our Vision and Mission successfully, the ideal candidate will demonstrate the following attributes: strategic client advocate, resourceful facilitator, attentive & effective communicator, and an adaptable team player.

 

Core Responsibilities

• Host Ask-An-Expert calls
• Coordinate, communicate, schedule and follow-up on client inquiries
• Build and maintain key relationships with clients, Faculty and Account Managers through proactive communication
• Partner with IANS Account Managers to create action plans that drive adoption of our services
• Manage various operational tasks via case queues in Salesforce, and internal & external requests.
• Keep abreast of IANS Faculty technical competencies to effectively connect clients with Faculty
• Maintain high client satisfaction levels by timely response to client inquiries
• Contribute to operations that increase efficiency, scale, and changing needs of the business

Candidate Profile and Qualifications

Did you just graduate and are looking for ways to kickstart your career? Have you been interested in making a career change into the Information security space or customer service but don’t know how to take the first step?  If you’re a self-starter, team player, and thrive in a fast-paced environment, the IANS Client Services Specialist role is ideal.  This position provides you the opportunity to gain customer-facing skills and grow your career at IANS.  Those successful in the role have taken on increased responsibility, leadership and promotion within client services.  We’ve also seen movement to other departments at IANS including sales, product and research. 

 

We are targeting individuals who demonstrate strong competency in the following areas:

• Customer empathy and desire to help people
• A desire to make an impact, learn, grow and work closely with customers
• Effective communication and presentation skills to both internal and external audiences
• Ability to adapt/respond to different types of customer challenges while influencing outcomes
• Ability to work autonomously in a fast-paced environment
• A problem solver with effective time management skills, sense of urgency and attention to detail
• A team player who displays initiative, passion and positivity
• Interest in information security and complex technical content
• A history of extracurricular activities such as sports, student government, leadership roles, part-time or full-time work, etc.; Bachelor’s Degree preferred