Via Global
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ISSS Client Success Specialist
Remote/Hybrid (with occasional travel)
About Via TRM
Built by and for international educators, Via TRM is on a mission to “power the next generation of global citizens” with innovative, client-focused Traveler Relationship Management software. We help higher education institutions, risk management offices, and travel companies increase enrollment, streamline risk management, and enhance global education operations through our suite of products, including Via Global, Via Travel, Via Contracts and Via International.
Position Overview
We are hiring an ISSS Client Success Specialist to support Via TRM Clients in our Via TRM products and services. The ideal candidate is someone who genuinely cares about making our Client’s day better by helping new Clients envision how to best use Via to support their objectives including: setting up their account successfully, training Clients in all aspects of our product, responding quickly to information requests, answering questions, escalating issues internally, providing timely updates, and supporting our Client Community in creative ways.
Our next team member must demonstrate the ability to listen, lead, take initiative, write a concise yet complete email, make useful recommendations, speak with confidence, want to learn and grow, and thrive in a rapidly changing environment.
We’re looking for a client experience advocate, creative problem solver, and a product enthusiast.
This position offers a competitive base salary, remote work flexibility, paid-time off, health insurance, family leave, work travel, and opportunities to grow within a values-driven company.
Our next team member must demonstrate the ability to listen, lead, take initiative, pick up the phone, write a concise yet complete email, make useful recommendations, speak with confidence, want to learn and grow, and thrive in a rapidly changing environment.
We’re looking for a client experience advocate, creative problem solver, and a product enthusiast.
This position offers a competitive base salary, remote work flexibility, paid-time off, health insurance, family leave, work travel, and opportunities to grow within a values-driven company.
You'll be responsible for:
- Focus on client retention through continued trainings and knowledge sharing
- Help clients reach their goals through usage of product
- Effectively communicate new product opportunities (through features, client highlights)
- Leverage client and product expertise to support new and improved features
- Client Satisfaction in response times, communication, and effective coordination of issue resolution
- Deep product knowledge and expertise of solutions
- Accountability for CS KPI’s
What you'll be doing:
- Coordinate account set up with the Client Success Manager
- Support the Client Success Manager during new client onboardings and implementations
- Support Desk - Respond promptly when tagged in the support inbox & provide client solutions through direct support (e.g. sharing resources, clarifying functionality, etc.) and/or internally escalating client requests
- Supporting in training and onboarding of all new Client Support Specialist’s
- Product training & documentation (creation & implementation)
Proactive & reactive Client Communication (execution of Release Notes & Client Newsletter) - Update the Via TRM Knowledge Base
- Update the Via TRM CRM with Client interactions
- Document product functionality for internal & external purposes
- Create client training videos, lead client trainings and webinars
- QA/User testing to support new releases and build product knowledge and context
- Work with business team to surface possible risks and opportunities related to Client accounts
- Work with product and engineering teams to escalate product issues and resolution plans
- Develop, implement, and maintain best practices for Client Success
Requirements/Must haves
- Bachelor’s Degree
- Minimum of 4 years in a professional client facing or account management role
- At least one year of experience working in an immigration case management system.
- Knowledge of SEVIS and federal F-1 and J-1 regulations
- Experience creating scalable software training programs
- Experience working in an ISSS office
- Strong desire and sense of satisfaction in solving problems, advocating for Clients, and making their work day easier
- Great organizational skills - decision making, goal setting and maintenance, creating and keeping deadlines
- Resiliency, patience, and determination in evolving circumstances and situations with unknowns
- Ability to ideate and recommend creative solutions in Via TRM to help solve client problems
- Excellent communicator (verbal & in writing)
- Self-starting learner
- Tech fluency
- Fully on board with participating as a team member according to our core values (Add Ideas to Ideas; Take Initiative; Give Good Vibes; Stand with Others, Adventure On)
Desired/Nice to haves
- QA Experience
- Project Management certifications or background
- Experience in higher education, international education
- Experience implementing SaaS software
- Experience working as a Designated School Official (DSO) and / or Alternate Responsible Officer (ARO)
- Presentation and / or Training experience, preferably regarding regulatory and / or technical information.
- Experience with complex transfer of extensive, highly confidential data to SEVIS.
- SEVIS Data Coordinator, SEVIS Compliance Coordinator, or a similar role.
- Participated in software implementations, preferably in a higher education environment
- Experience in business
- Experience in working with software and/or startup companies
- A personal experience in at least one educational or meaningful travel experience
Pass this by if you...
- Thrive best in predictable or rarely-changing environments
- Get frustrated when issues arises
What We Offer:
- Competitive salary plus commission and performance bonuses.
- Flexible remote work environment with opportunities to travel for conferences and events.
- Health insurance, unlimited paid-time-off, and work-life balance.
- A chance to grow within a values-driven company that prioritizes client success and continuous improvement.
Apply Now
If you’re a proactive, relationship-driven sales leader with a passion for global education, we’d love to hear from you. Please APPLY HERE and tell us why you’re the right fit for this exciting opportunity!
Via TRM is an equal-opportunity employer. We encourage applicants from all backgrounds and experiences to apply.