Client Success Account Coordinator

CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal.

Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients, 500 vendors, and serve 14 million members across 185 countries.

Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 20 million trees and are on track to plant millions more each year. Learn more at carltonone.com.

About the Opportunity:

The Account Coordinator will be an integral part of our Client Success team. This role will support the Client Success Managers (CSMs) in the strategic implementation and execution of client initiatives to help clients meet their program goals, as well as support new program launches. They will be responsible for the ongoing execution, administration, and maintenance of client and partner programs, ensuring operational excellence and program success. They will also support the day-to-day management of the rewards platform and client inquiries to help ensure a seamless client experience.

Key Competencies:

• Time Management – The ability to manage multiple competing priorities to ensure all deadlines are met.
• Attention to Detail – The ability to achieve thoroughness and accuracy when completing a task.
• Customer Service Oriented – The ability to demonstrate concern for satisfying customers.
• Excellent Communicator – The ability to communicate effectively, clearly and concisely with internal and external parties through verbal and written communication.
• Analytical Thinking – The ability to solve problems using a logical, systematic, sequential approach.
• Clear Communication – The ability to comprehend client/partner requirements, ask clarifying questions and communicate relevant information accurately and comprehensively.
• Organizational Skills -The ability to effectively organize, prioritize, and manage data, files, multiple tasks and deadlines in a fast-paced environment
• Demonstrates a high level of curiosity, proactively seeks opportunities to improve processes and workflows, and continuously looks for ways to enhance efficiency, accuracy, and overall program success.

Responsibilities:

• Support Client Success Managers (CSMs) in the implementation, launch, and ongoing management of new and existing programs, ensuring a high level of accuracy and quality. Responsibilities include member data management, module configuration, training manuals, certifications, awards, trophy cases, serial cards, games, and leaderboards where applicable.
• Coordinate with cross-functional teams to support program delivery, troubleshoot operational issues, analyze root causes, and drive timely resolution of client, partner, and platform-related challenges.
• Serve as first level client support by successfully resolving ticket-based queries on program creations and change requests, and escalate unresolvable issues as required to the CSM
• Cross functional Coordination with other departments internal and external and managing any issues that come up. Problem defining and solving,
• Provide day to day first level program management support by working with CSM & clients (as required) to manage feature requests, generate scheduled and ad-hoc reports, and answer queries, within the established Company & Client SLAs
• Support the CarltonOne Engagement team on various projects or with ad-hoc reporting and/or administrative needs
• Communicate any bottlenecks or training deficits to the CSM as required
• Provide feedback to CSM’s on how to streamline processes and standards in order to increase service levels
• Develop a breadth of knowledge on relevant CarltonOne Engagement system, features, capabilities
• Other duties as assigned by your manager

Specific Skills

• Detail oriented with the ability to manage multiple projects simultaneously across various departments
• Excellent working knowledge of Microsoft Office Applications - Power Point, Word, Excel
• Proven ability to thrive in a fast-paced, rapid growth environment
• Outstanding communication and interpersonal skills
• Adept and learning and adapting to new technologies

Additional Perks

Here are some additional perks that we provide:

• Competitive salary and benefits package.
• Health, dental, and vision coverage.
• 3 weeks’ vacation plus personal days.
• Access to our employee benefits portal for exclusive discounts.
• Monthly company-wide events, celebrations, and team activities.
• Bravo reward points program for recognition and appreciation.
• Convenient office location close to public transit.

How to Apply

If this great opportunity looks rewarding to you, let’s connect. Our online application will give you the option to apply to this role directly.

The target hiring range for this position is $50,000 - $55,000. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.

We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.

Vacancy status: This posting represents an active vacancy for which we are currently hiring.

AI Disclosure: Artificial Intelligence (AI) may be used in the hiring process for this role.