Responsibilities

• Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.

• Responsible for the coordination of cross-functional resources (Support, Sales, Development, Product, Implementation) to support clients with the resolution of various issues.

• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.

• Meet regularly (weekly, bi-weekly, monthly based on client need) with clients to address issues and drive resolutions.

• Work closely with the Software Support Director to ensure seamless communication and coordination.

• Successfully engage in multiple initiatives simultaneously.

• Align with Product Owners and meet regularly to understand product roadmap.

• Document and advise clients on operational best practices.

• Perform other client success tasks as needed to support the overall success of the department.

• Represents the company in the most positive manner internally and in the communities we serve.

Qualifications

• BS/BA degree in related field or equivalent experience is desired. 2-4 years of customer service/success experience.

• An entrepreneurial spirit and a desire to be proactive.

• Excellent planning, organizational skills, and ability to follow-through until tasks are completed.

• Proven ability to problem-solve and maintain composure in high-pressure situations.

• Self-motivated, proactive, and able to work independently or as part of a team.

• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.

• Proficient in Microsoft Word, Excel, and PowerPoint.

Please refer to job description.