Client Success Specialist – Growth & Retention

Industry Analysts, Inc.; Chicago (IL); Hybrid; USD 38,000 - 41,000; Part time

Job summary

The Gordon Flesch Company in Chicago is seeking a Customer Service professional to act as a trusted advisor to top customers and support the Major Account Executive to drive value from our solutions. The role focuses on satisfaction, retention and growth within accounts.

Responsibilities include training, building strong client relationships across accounts, escalation management, cross-department coordination, and developing tailored success plans with regular CRM updates.

Qualifications

• High school diploma or equivalent.
• Advanced skill in Microsoft Excel
• Valid driver’s license and appropriate auto insurance as dictated by state requirements.
• Ability to promote ideas and work constructively across various departments.
• Exceptional analytical skills and problem-solving abilities
• Proficient with Microsoft Office applications, including Word, , and Outlook.
• Ability to compare data from a variety of sources for accuracy and completeness.
• Possess a professional attitude with an ability to interact well with others.
• Ability to work in a team environment and interact in a consistent, positive manner.
• Excellent verbal and written communication skills.
• Ability to multi-task while maintaining strong attention to detail.

Responsibilities

• Provide continuous training to ensure high early adoption of products and services.
• Build and maintain strong, long-term relationship with key stakeholders across customer accounts to align strategic goals between GFC and customers.
• Serve as a point of escalation for customer concerns, ensuring timely and effective resolution.
• Act as a liaison by coordinating and facilitating discussions with internal departments.
• Help develop and execute customer success plans tailored to each client’s goals and business objectives.
• Provide regular updates to internal teams on customer status, feedback, and opportunities for improvement.
• Participate in internal and external client meetings, including preparation and follow-up.
• Conduct walkthroughs of customer sites to identify potential growth opportunities.
• Ensure accurate documentation of sales activities in CRM systems including meeting notes.
• Help promote company events to current and prospective customers.
• Continuously learn and stay current on GFC’s technology solutions.
• Assist with budget planning and account reviews, including data gathering and presentation.
• Miscellaneous job duties as assigned.

Skills

Communication skills

Analytical skills

Teamwork

Multitasking

Problem solving

Cross-functional collaboration

Professional attitude

Education

High school diploma

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

CRM systems

Job description

The Gordon Flesch Company in Chicago is seeking a Customer Service professional to act as a trusted advisor to top customers and support the Major Account Executive to drive value from our solutions. The role focuses on satisfaction, retention and growth within accounts.

Responsibilities include training, building strong client relationships across accounts, escalation management, cross-department coordination, and developing tailored success plans with regular CRM updates.