As a Client Success Specialist (m/f/d) (Frankfurt or London) you will be part of a europe-wide team that works closely with our clients to ensure they get the most value out of the assistance and digital services they have purchased from International SOS.
Our assistance services are delivered through our 24/7 Assistance centres to provide timely information, advice, and assistance to our client’s employees and travelers. Our digital products like ManagerView, Tracker, BeReady, eLearning, etc., enable our clients to share location advice and alerts with their entire workforce, allow real-time monitoring of their workforce, and ensure compliance with company policies.
The Client Success Specialist team supports around 87% of our European client portfolio. You will be responsible for working with the technical support teams, sales, assistance operation teams, quality teams, product management, data teams, and reporting teams to ensure overall client satisfaction with services.

• Position yourself as an expert on our products and services by maintaining up-to-date product and road-map knowledge to deliver ‘best-in-class’ service to our clients
• Promote the utilization of International SOS products and services (through trainings, etc.) with our clients, supporting client retention and growth
• Work collaboratively with other departments on operational/administrative matters (e.g., co-ordination of membership card ordering)
• Solving client queries related to assistance and digital products/services
• Support any ‘at risk’ client to create/execute a tactical action plan for critical issues/client unsatisfaction
• Proactively communicate with our clients - from acknowledgement to service recovery - providing them with regular updates on their queries
• Continue the implementation tasks for assistance and digital products with our clients
• Support Account Management/ Business Development teams in client review/discussion
• Capture feedback from customers on how to improve products and share with the product team
• Coordinate Data Accuracy review with clients
• Deliver periodic status reports to internal and external clients
• Participate in clients’ employee awareness campaigns, fairs