Senior Client Liaison Jobs (NOW HIRING)

InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will work hand in hand with our Senior Client Success Managers to support our major clients by focusing on the operational needs of our enrolled learners. This role will support the client success team to deliver on annual program targets while improving overall client satisfaction. 

The primary task will be to drive an exceptional operational experience for clients by working to resolve learner challenges in a timely manner. This team member will work cross functionally across InStride's internal teams (e.g., Client Success, Learner Support, Product, Technology, Marketing) and external partners (Clients and Academic Partners) to resolve questions and challenges raised by learners and client stakeholders. They will identify learner escalation trends, surface feedback to all parties, and represent the learner perspective internally to enhance InStride's internal processes keeping client satisfaction top of mind. This role will also provide learner escalation support for clinical programming and may support other strategic client needs, all of which will help this team member grow into an independent client success manager role over time. 

This position reports to the Sr. Manager, Client Success.

• Client relationship management: Exceptional ability to build trust and foster long-term partnerships through reliable follow-through, effective communication and strong customer service 
• Investigation & Critical Thinking: Strong investigative skills, with the ability to act resourcefully to diagnose complex learner issues and coordinate across multiple stakeholders to drive resolution
• Operational Excellence: Demonstrated ability to stay organized across multiple systems, improve operational efficiency, and identify recurring trends that create opportunities for scalable process and product enhancements
• Strong Communication: Skilled at delivering clear, concise guidance to both internal and external stakeholders while translating complex information. Builds trust with clients through clear and thoughtful responses to learner-related questions and challenges
• AI-Enabled Client Success: Can collaborate with generative AI to enhance operational excellence, accelerate issue resolution, and produce clear communications that improve the learner experience, strengthen client satisfaction, and support scalable process improvements 

• You have 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services
• You bring a customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally
• Strong analytical and problem-solving skills
• Detail-oriented and able to manage multiple priorities at once with a high degree of autonomy
• Experience using generative AI tools to identify trends, draft stakeholder communications, and improve documentation while reviewing outputs for accuracy, tone, relevance, and completeness 
• Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
• Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor.
• Experience in ticketing systems like Zendesk and Jira is a plus 
• You are flexible and willing to travel as needed (up to 10%) 

• Develop deep expertise in the end-to-end learner experience, solve learner challenges quickly, proactively identify barriers and root causes of learner challenges, and surface opportunities to improve outcomes and program effectiveness.
• Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including client success, product, learner engagement, academic partnerships and learner support. 
• Analyze learner, client, and partner feedback to identify trends, uncover opportunities for product enhancements.
• Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison on learner-related and other support issues.
• Provide InStride teams with ongoing client updates and information through Salesforce updates, client notes, internal communication channels and other sources of documentation.
• Build presentation materials for various internal and external meetings.