Client Care Success Specialist

Our software company client needs a Client Care Success Specialist. The position is responsible for providing clients with detailed product and service information; independently resolves product and service problems to achieve complete customer satisfaction through phone, email, and live chat. Managing a client group to address retention. Communicating technical, high-level customer service issues to the development and leadership team and working in collaboration to resolve these issues. This position will also work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs.

Primary Responsibilities

• Independently provides support to clients by making decisions regarding the best course of action for both the client and the company.
• Leads training webinars
• Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients.
• Maintains both written and video documentation of software product
• Conducts new client orientation
• Communicates new release features to production.
• Updates web log for customer requests and suggestions
• Manages communication for customer account needs (data importing, custom reports, data entry requests)
• Consult with users to determine hardware and software needs and specifications.
• Independently works to resolve customer complaints/problems
• Collaborate with Software Development team to design, create, and test software and specifications.

Primary Qualifications

• Excellent computer skills
• Time management and ability to multi-task
• Ability to work collaboratively with all levels of staff
• Ability to troubleshoot issues and determine appropriate solutions
• Prefer a minimum of 1-3 years customer service experience
• Exceptional listening and communication skills
• Ability to handle difficult situations in a professional manner
• Experience with internet- based technology
• Work independently and as a team
• Critical thinking and decision- making skills
• Ability to determine the best course of action in problem solving and make independent decisions