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Client Success Specialist

The Client Success Specialist will work under general supervision, reporting to the Customer Experience (CX) Manager. This individual will perform duties as assigned, assist in a wide variety of projects, reporting, training, call quality monitoring and related work as required. This is a non-supervisory, hourly position and may require a work schedule adjustment from week-to-week as needed to accommodate clients in their time zone, up to and including some travel, as needed. This is a remote-friendly position.

How you will make an impact:

  • Collect, summarize, and analyze information and statistics on existing facility business rules and call statistics
  • Participate in organizational and procedural reviews and the preparation of reports and manuals
  • Participate in reporting status updates and reports to Management in weekly meetings
  • Conduct surveys and perform analysis of QA results for existing facilities
  • Participate in the design of forms and assist with the implementation of systems and processes
  • Analyze call volumes and create estimates with suggested new call bucket plans
  • Assist with Implementation onboarding and set-up

General Responsibilities:

Responsible for overall client success through:

  • Maintaining or developing a relationship with specific key accounts by monitoring service delivery, communicating between various internal departments and the clients, advocating for the client
  • Effective client communication to include training, reporting updates, call analysis, bucket size review, quality service surveys, and reviewing for add-on services as needed
  • Working with the Implementation Specialist to improve processes to scale with the client base growth and to assist with new Implementations
  • Conduct regular QA reviews monthly to ensure continued success
  • Ensuring client communication flows are established and utilized between departments within the organization – this position is a conduit of client information between all areas of the business
  • Completing call bucket audits monthly and creating quotes for suggested changes

Manage the facilities for key accounts by:

  • Reviewing dashboard metrics weekly and reviewing anomalies to be addressed with Facility Managers
    • Issues that are causing extra calls to the Call Center (i.e. signage on machine needs update, rate changes, rule changes, etc.)
    • Providing reporting analysis, to show trends and help recommend bucket size changes, etc.
  • Working with the Facility Manager and Call Center Managers to address procedural concerns
    • Ensuring accurate business rules are maintained in the Parker Platform, by reviewing calls to ensure quality, and adherence to client requests and business rules
    • Update business rules to clarify procedures
  • Help keep a pulse on client satisfaction by providing regular surveys and reporting client success measurements
  • Work in the Call Center one day a month to understand flow and be able to help be a liaison between the call center and client

What you bring to the table:

  • Degree in Business Administration, Communications, Marketing, Sales, CX or related field and/or commensurate on-the-job experience.
  • Experience in Customer Experience Strategies, Client Success Planning, Project Management or related Customer Service experience.
  • Self-starter, entrepreneurial, strategic planner with proven ability to drive projects to completion
  • Ability to handle multiple competing priorities in a fast-paced environment
  • CCXP or CXS certificate is a plus

Culture Fit:

We believe strongly in hiring individuals that align with our core values:

  • Honesty and Integrity
  • Goes above and beyond
  • Excellence in Communication
  • Critical Thinking
  • Noble Intent
  • Servants Heart

Represent these core values to co-workers, leadership, facility contacts and facility customers.

Note: this is a remote-friendly position.

Apply Today

If this role has your name written all over it, and you’re looking to make a change, send your resume to talent@parkertechnology.com or fill out our contact us form. We look forward to meeting you!

Contact Us

“We are so glad we have Parker Technology as our partner! The live communication has made such a difference with our clients and visitors. The staff is so understanding of our needs and responds quickly to any last minute requests. We are completely satisfied with their service!”

— City of Las Vegas

Las Vegas, NV

“Parking is the first and last experience that creates an impression for our university. Parker Technology fits right in with that vision.”

— Indiana University Purdue University Indianapolis (IUPUI)


Indianapolis, IN

“When automating, there's always this fear of losing a level of customer service, but the Parker 24/7 Call Center has eliminated this concern.”

— Riverside Parking

Louisville, KY

“Introducing Parker Technology into our parking facilities allows our patients to see those smiling faces whenever they need assistance.”

— Eskenazi Health

Indianapolis, IN

“I'd recommend to any of my peers to focus on parking operations and leave the calls to the Parker 24/7 Call Center.”

— Park-Rite

Detroit, MI

“We were excited to identify Parker Technology as a solution provider within the PARCS world. Due to the breadth of clients Parker Technology partners with, we are leaning on them as experts in this space to collaborate with us to provide the best solutions for our parking guests. They listen to us as a partner as we tackle the opportunities together; they are truly an extension of our own customer service team.”

— Greenleaf Hospitality Group

Kalamazoo, MI

“Ever since we started using Parker's service several years ago, our customer service levels have increased drastically. Having Parker in our active access lanes has allowed us to increase our facility access with automation technology. This allows us to redirect our staff to other duties instead of sitting in a booth and being more active and present throughout the facilities. Customers have positively commented about this interaction. The Parker team is always quickly accessible and there when we need them. We look forward to expanding the service in more facilities going forward.”

— AllPro Parking

Buffalo, NY

“Everyone at FlexePark is very excited about our new partnership with Parker Technology. It’s great to be able to work with another local company, and we’re looking forward to the improved support they can provide for our customers. This will help FlexePark continue to scale without losing track of customer support.”

— FlexePark

Indianapolis, IN

“Parker Technology enables us to deliver the personal, friendly experience that the City of Asheville wants every parking patron to remember.”

— City of Asheville

Asheville, NC

“Parker Technology has been a great addition to our parking facility here in Denver, definitely value add! The Parker team worked quickly in getting the installation performed and ensuring that all equipment was functioning properly.”

— Denison Parking

Denver, CO

“The customer service we receive from the Parker 24/7 Call Center is above any call center I have ever dealt with, or any on-site company we have used.”

— City of South Lake Tahoe

South Lake Tahoe, CA

“Parker Technology provides a quality call service to several of our garages. Answering all the calls myself previously, I was worried about quality control and how the CSR’s would handle the incoming traffic. I continue to be pleasantly surprised by their professionalism to my parkers and attention to individual unique details at each of my locations. Using their back-end software is very user friendly and I can listen and track all the calls from each location, spending very little time a day.”

— Douglas Parking

Denver, CO

“Partnering with Parker Technology has been invaluable to the early success of our new gate arm systems. Their ability to provide our customers with excellent assistance 24/7 has been crucial to our operation.”

— City of Columbia

Columbia, MO

“Parker Technology's call center helps us provide the standard of excellent service that people expect when they park in a Brandywine garage.”

— Brandywine Realty Trust

Philadelphia, PA

“Combining Parker with remote management by your PARCS system allows you to reach peak ROI and maximize efficiency across one or multiple garages. In the ‘new normal’ of contactless service and automation, Parker is the piece that brings it all together for owners and operators alike to provide a world-class experience for customers.”

— Signature Control Systems

Columbus, OH

“Parker Technology has been a pleasure to work with. They not only provide exceptional service in a professional and courteous fashion, but work as a partner in our operation.”

— UT Health Science Center

San Antonio, TX

“Parker Technology allows our automated parking system to remain user-friendly. Parker's customer service representatives are our advocates with customers.”

— Allen Bell Property Services

Tyler, TX

“We are thrilled to partner with Parker Technology. The addition of their two-way video communication will truly enhance the customer experience for our end users. Parker’s customer service and response times are second to none in the industry and we are excited to offer our customers this state of the art solution.”

— Associated Time Instruments

Dallas, TX

“Parker has helped One Parking reduce staffing costs for our clients and has enabled us to continue to provide top notch in the lane service at the same time. We have been using Parker for several years and are pleased to continue expanding our partnership with them across the country.”

— One Parking

West Palm Beach, FL

“Parker has been a key piece of our continued success across all of our commercial parking garages. They are proactive, attentive, and professional. Their team consistently goes above and beyond to understand not only the equipment difficulties but also the operations and tenants at every location so they can better assist our customers, tenants and our team. They have become an extension of our team and we couldn't be happier to have found them as a partner!”

— Peak Parking

Austin, TX

“Mixing Parker Technology's dependable platform, authentic concern and stellar customer service, has provided Penn State a recipe for on-campus success through all our operational changes over the last couple years. ”

— Penn State University

State College, PA

“We love the system, the metrics, the real time updates. The staff is excellent and always does a great job. It’s actually quite incredible. It’s like having a real person on-site. We love Parker!”

— Stiles Property Management

Fort Lauderdale, FL

“Parker manages the City of Plainfield garage when I am not there. With their service, we have peace of mind about operating the facility almost completely remotely.”

— City of Plainfield

Plainfield, IN

“Parker Technology’s platform for tracking intercom calls and customer issues is intuitive, convenient, and searchable. Having a reliable and responsive intercom service 24 hours a day is great for both our customers and our operations team.”

— Diamond Parking

Seattle, WA