Client Experience Champion

About this role

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves.

We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

We kindly ask that external recruiters, agencies, and search firms do not contact our hiring managers or employees directly regarding open positions. All candidate submissions must go through our official application process and must be made aware to our internal Talent Acquisition team to verify candidate ownership.
Unsolicited resumes or candidate profiles sent to OneDigital without a prior signed agreement will be considered the property of OneDigital. In such cases, OneDigital reserves the right to pursue and hire those candidates without any financial obligation to the agency or recruiter.

Our Newest Opportunity:
Role Type: Full-Time; Exempt
Location: Remote
Pay: $65k-$75k DOE
JOB OVERVIEW:
The role of the Client Experience Specialist is to maintain a deep knowledge of our current software and products and how they work, aid in giving clients with the best experience possible, and focus your strengths on business growth. This position serves as the bridge between Implementation, Service, Product, and Client Success by driving adoption of value-added solutions such as Share & Perform, Analytics Dashboards, Learn & Grow LMS, and other strategic offerings.
This role focuses on client education, product adoption, training, and continuous improvement initiatives that help clients achieve better business outcomes while increasing engagement, retention, and long-term satisfaction. Internally, the Client Experience Specialist develops and delivers training programs, coaches team members, and serves as a subject matter expert on MP’s technology and service offerings.
Essential Duties and Responsibilities:

• Drive adoption of value-added offerings including Share & Perform, Analytics Dashboards, Learn & Grow LMS, PPA, Time & Attendance enhancements, and future MP solutions.

• Create and execute client enablement strategies that improve retention, engagement, and client outcomes.

• Support cross-functional initiatives focused on increasing product utilization and customer lifetime value.

• Support the service team with isolved related questions; coaching them through the process and testing for retention of the knowledge.

• Support the team during client calls to review technology when needed, in partnership with our CSMs.

• Serve as the internal training leader for MP products, services, and emerging technologies.

• Design, develop, and deliver training programs for Service, Implementation, and External clients

• Stay abreast of current product functionality and new product releases.

• Participate in release testing.

• Maintain a deep understanding of MP's technology ecosystem, including isolved and strategic partner solutions.

• Effectively communicate internally and externally to improve the overall customer experience and levels of customer loyalty.

• Maintain a continuous focus on the internal employee, customer, and the customer experience.

• Work with internal leadership team to identify client trends and retention strategies.

• Ensure value add billing is consistent and accurate.

• Train our global team on MP and the system.

• Other duties as assigned.

Qualifications, Skills and Requirements:

• Bachelor’s degree or combination of education and training experience

• 3+ years of experience with iSolved software required.

• Experience in Payroll, HCM, HR Technology, Benefits Administration, or Workforce Management solutions.

• Strong interpersonal skills, with the ability to communicate effectively, both verbally and in writing.

• Exceptional presentation skills and the ability to pivot during live training as needed.

• Excellent time management skills, and ability to meet deadlines, prioritize and manage several tasks effectively.

• Ability to see the big picture, utilizing good business judgement to help our customers be successful with their iSolved account.

• Outstanding customer service skills are required, and SaaS experience preferred.

• Ability to learn technology quickly through instruction and self-training

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people…