Carlton One Engagement (COE) delivers SaaS solutions to industry leaders within the employee recognition, performance, loyalty, and reward management industries around the world. Our company is comprised of two business units: Power2Motivate (www.power2motivate.com) and Global Reward Solutions (www.globalrewardsolutions.com).

With over 450 clients, 3.5 million actively engaged members across 180 countries and an annual growth rate of 40% you will be joining a team with a proven, global track record.

About the Opportunity:

The Client Success Coordinator will be an integral part of our Client Success team. This role will support the Client Success Managers (CSM) in the strategic implementation and execution of client initiatives to help clients meet their program goals, as well as new program launches. They will also support the day-to-day management of the rewards platform and queries to ensure happy clients.

Key Competencies:

• Time Management – The ability to manage multiple competing priorities to ensure all deadlines are met.
• Attention to Detail – The ability to achieve thoroughness and accuracy when completing a task.
• Customer Service Oriented – The ability to demonstrate concern for satisfying customers.
• Excellent Communicator – The ability to communicate effectively, clearly and concisely with internal and external parties through verbal and written communication.
• Analytical Thinking – The ability to solve problems using a logical, systematic, sequential approach.
• Clear Communication – The ability to comprehend client/partner requirements, ask clarifying questions and communicate relevant information accurately and comprehensively.

Responsibilities:

• Support CSM’s to implement, launch, and manage new programs without errors including; member data management, module configuration, training manuals, certifications, awards, trophy cases, serial cards, games, and leaderboards where applicable
• Serve as first level client support by successfully resolving ticket-based queries on program creations and change requests, and escalate unresolvable issues as required to the CSM
• Provide day to day first level program management support by working with CSM & clients (as required) to manage feature requests, generate scheduled and ad-hoc reports, and answer queries, within the established Company & Client SLAs
• Support the CarltonOne Engagement team on various projects or with ad-hoc reporting and/or administrative needs
• Communicate any bottlenecks or training deficits to the CSM as required
• Provide feedback to CSM’s on how to streamline processes and standards in order to increase service levels
• Develop a breadth of knowledge on relevant CarltonOne Engagement system, features, capabilities
• Other duties as assigned by your manager

Specific Skills

• Detail oriented with the ability to manage multiple projects simultaneously across various departments
• Excellent working knowledge of Microsoft Office Applications - Power Point, Word, Excel
• Proven ability to thrive in a fast-paced, rapid growth environment
• Outstanding communication and interpersonal skills
• Adept and learning and adapting to new technologies
• Knowledge of Adobe Photoshop and or basic HTML would be an asset

Here are some additional “Perks” that we provide:

• Hybrid work environment
• 3 weeks annual vacation
• Extended health and dental care
• All employees are eligible to earn Bravo reward points which you can redeem for amazing merchandise, gift cards, travel and more
• Access to our “Employee Benefits” portal – you can save hundreds of dollars annually
• Latest technology equipment
• Monthly company-wide events, great parties, and trips