Global HRIS Customer Success Specialist

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Global HRIS Customer Success Specialist to join our team. This is a hybrid role based out of our Houston, TX office.

SCOPE:

The Global HRIS Customer Success specialist plays a critical role in setting MHIA and its affiliates up for success by creating and maintaining a productive and collaborative partnership. This role supports the execution of the customer’s HRIS strategies by providing project management support and change management facilitation.

 

JOB RESPONSIBILITIES:

• Engage with customers and build solid relationships by meeting their needs and expectations.
• Maintain regular communication with customers through various channels, such as email, and phone calls, meetings, to ensure they are informed of system and process changes and to answer any questions they may have.
• Ensure that customer support issues are resolved promptly and satisfactorily. This could include coordinating with various teams, such as technical support, product development, and operations, to resolve customer issues quickly.
• Gather customer feedback on the services provided by Corporate Services, and overall customer experience. This feedback can be used to improve the customer experience and to identify areas where Corporate Services can improve.
• Develop strategies to retain existing customers and increase customer loyalty. This may involve identifying opportunities for upselling and cross-selling, developing customer loyalty programs, and ensuring customers are satisfied with the company's products and services.
• Provide customer insights and feedback and help to identify new services opportunities.
• Analyze customer engagement metrics and prepare reports for management on customer engagement trends, issues, and opportunities. This information can be used to identify areas where we can improve customer engagement strategies.

• Provide project planning, scope management and project management support.

• Identify, assess, and mitigate project risks to ensure project success.
• Communicate with stakeholders, team members, and vendors to ensure clear and effective communication throughout the project lifecycle.
• Ensure the project meets the required quality standards, and that all deliverables are of high quality.
• Monitor project timelines, ensuring that the project stays on schedule, and adjust as needed.
• Create and maintain project documentation, including project plans, schedules, and reports.
• Other duties as assigned.

 

QUALIFICATIONS & SKILLS

• Education Requirement: bachelor’s degree in information technology, Computer Science, Business Administration, or related field.
• Experience: At least 7 years of HRIS experience. At minimum 3 years in a client facing and/or account management role.
• Any special skills/training/certifications:
  • Advanced knowledge and application skills with SharePoint, Microsoft Products, particularly Outlook, Teams, Excel, Word.
  • Change Management understanding and methodology use in practice.
  • Experience with project management tools and structured methodologies.

WORKING CONDITIONS:

 

• Travel: up to 20%
• Weekend/late night work if applicable: Occasionally.
• Lifting/physical requirements: Regularly required to sit for long period, stand, walk, talk and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

 

Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent growth and advancement opportunities
• Tuition reimbursement and on-the-job training
• Paid vacation, sick time and holidays
• Committed to quality product and services
• Great working environment and culture
• Employee Appreciation Programs and Events

 

MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.

 

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