Client Services Specialist

The position is based in Boston, with the expectation to come into the office at 2-3 times per week.Position DescriptionThe 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 ResponsibilitiesHost Ask-An-Expert callsCoordinate, communicate, schedule and follow-up on client inquiriesBuild and maintain key relationships with clients, Faculty and Account Managers through proactive communicationPartner with IANS Account Managers to create action plans that drive adoption of our servicesManage various operational tasks via case queues in Salesforce, and internal & external requests.Keep abreast of IANS Faculty technical competencies to effectively connect clients with FacultyMaintain high client satisfaction levels by timely response to client inquiriesContribute to operations that increase efficiency, scale, and changing needs of the businessCandidate Profile and QualificationsDid 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 peopleA desire to make an impact, learn, grow and work closely with customersEffective communication and presentation skills to both internal and external audiencesAbility to adapt/respond to different types of customer challenges while influencing outcomesAbility to work autonomously in a fast-paced environmentA problem solver with effective time management skills, sense of urgency and attention to detailA team player who displays initiative, passion and positivityInterest in information security and complex technical contentA history of extracurricular activities such as sports, student government, leadership roles, part-time or full-time work, etc.; Bachelor’s Degree preferred

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