This position will be part of a thriving software support and services team responsible for all client implementations, communications and overall client satisfaction. Primary responsibility is delivering quality technical solutions in a SaaS framework to current clients. Expectations include managing the day-to-day progress of issues, troubleshooting resolutions, communicating to clients, and ensuring that quality of deliverables are met or exceeded. You will also act as primary customer relationship manager during project implementations by serving as customer’s main point of contact from inception to completion of project.
PRIMARY RESPONSIBILITIES:
Develop and nurture all assigned client accounts from inception to deployment by executing on support process, successful delivery plans and client satisfaction requirements.
Be a key part of building the client support team within Intelliworks; monitoring performance, managing client expectations, while transforming and delivering an exemplary user experience throughout the entire project lifecycle.
Work closely with Product Management, Product Development and the Solutions Consulting teams to ensure that client issues are being addressed properly and within the overall client success quality framework.
Fulfill the Account Management responsibilities as part of Client Success organizational charter. This includes establishing client relationships, providing status updates and supporting the renewal process.
Manage client engagements by assisting in solidifying the project management methodology and adhering to those practices. These include defining services opportunities and then creating, managing and executing on these engagements.
Responsible for managing client expectations specifically related to product concerns and issues. Must be able to quickly respond to client issues and provide helpful insight into the bug tracking and enhancement processes.
Expectation is that this Client Support analyst will become a product expert, a solutions consultant and an overall key part of the Intelliworks Client Success Team.
JOB REQUIREMENTS:
- Minimum of 5 years of technical or project management experience in a fast moving, technology driven environment. Experience managing project plans, diverse project teams and demanding clients.
- Have strong communication skills over a variety of disciplines including writing, training, public speaking, computer skills, etc.
- Must be able to quickly understand our technology and use that knowledge to provide training, respond to client inquiries, etc.
- A solid understanding of technology and how a client can leverage technology to solve business problems. Must be comfortable with basic software applications (Excel, Word, MS Project, Powerpoint, etc.) - Prior experience in higher education and/or customer relationship management applications is a plus
EDUCATION:
- Must have Undergraduate or above degree.
NOTE:
Intelliworks provides its employees with an extensive benefits package that includes competitive salaries, company paid benefits, educational assistance, 401 (k) and much more.
No recruiters please.
No relocation is available for this position.
Company URL: www.intelliworks.com
James McNicholas,