Client Success Specialist Jobs

Job Overview

NEXGEN Asset Management is looking for a Client Success Specialist to join their Client Success team. NEXGEN's Client Success Team is focused on delivering exceptional customer service, learning tools, training resources, and engagement opportunities for clients to ensure they're using NEXGEN to meet their asset management goals. The Client Success Team leads software trainings, hosts online webinars, moderates NEXGEN's online community space, and runs the NEXGEN support portal. Join our team's Success division to help triage support tickets via our ticket portal and help direct clients to the proper channels.

To excel in this role, you should be excellent in verbal and written communication and be comfortable communicating with clients via email. We are looking for a detail oriented candidate that enjoys solving complex problems and can work independently.

The perfect candidate would be very resourceful and comfortable with software applications. Exceptional applications will have excellent customer service, be willing to advocate for client needs, and be willing to analyze support data and identify process gaps. Coachable and tech savvy candidates are encouraged to apply.

This position is remote friendly! Our main office is located in Sacramento, California but applicants in other areas are encouraged to apply as long as they can work from 7AM - 4 PM EST or PST. (Hired applicants will be asked to work PST hours until they are able to operate independently).

Responsibilities

• Properly document reported issues and provide detailed notes on steps taken.
• Collaborate with different departments to prioritize issues as needed and decrease resolution time.
• Serve as a NEXGEN product expert.
• Tag support tickets appropriately.
• Effectively triage support tickets and direct them to the proper department.
• Provide weekly, monthly, quarterly, and yearly support ticket reports as needed.
• Recreate client submitted issues.
• Effectively communicate with clients via email, phone, or video call.
• Provide recommendations to clients on software best practices.
• Collaborate with Subject Matter Experts to learn new software features.
• Analyze ticket data and identify stagnating tickets.

Requirements

• Ability to work in a team with a positive attitude.
• Bachelor's degree.
• Proficient in MS Office.
• Excellent customer service skills.
• Experience analyzing data and working with data tools like Excel and Zoho Analytics.
• Ability to work under pressure and prioritize tasks.
• SQL, database query knowledge a plus but not needed.
• Excellent verbal and written communication skills.
• Excellent time management and organizational skills.
• 3+ years of experience in customer service or a technical support role. (Applicants with less experience are still encouraged to apply)
• Ability to multitask.
• Experience with support ticket portals a plus but not needed.

What is NEXGEN Asset Management?

NEXGEN Asset Management is an Enterprise Asset Management system that allows cities, utilities, and facilities increase the longevity of their assets. Founded by an engineer frustrated with the lack of effective asset management tools, NEXGEN has grown to a prominent software organization that keeps its clients at the heart of everything they do.

NEXGEN Core Values

Courage

• Be bold and make intelligent decisions
• Take initiative even when faced with adversity
• Do the right thing & not be afraid of taking smart risk

Innovation

• Approach work with intellectual curiosity
• Promote innovation & continuous improvement
• Follow the best practices of the industry

Respect

• Approach the organization, clients and team with integrity
• Be honest, open, and forthright
• Treat others with respect & professionalism

Proactive

• Be aware of situation and environment
• Anticipate needs and take initiative to address
• Anticipate & take the initiative to achieve results

Results

• Hold yourself accountable to deliverables and deadlines
• Strive for excellence
• Deliver exceptional results

Community

• Connect on a personal level with team and clients
• Family-driven culture of teamwork
• Build a community of co-workers and clients

Why Work at NEXGEN?

NEXGEN team members like to joke that NEXGEN's unofficial motto is "Hawaiian Vibe, Manhattan Drive". Team members at NEXGEN experience a laid back work environment that still focuses on results and achievement. Our office is dog-friendly so you always have a furry friend to say hello to and we believe in promoting from within. NEXGEN is an equal opportunity employer and we are committed to creating an inclusive environment for all employees. Submit an application today or visit our website at nexgenam.com to learn more about us!

Additional Information

• Applicants willing to grow with the organization are encouraged to apply.
• NEXGEN offers excellent benefits.
• NEXGEN is an equal opportunity employer.
• The salary range listed is the starting range for applicants and is based on prior experience and an applicant's interview.