Crm Customer Experience And Solutions Specialist

Handle CRM by CustomerTRAX is a customer experience and process management platform that empowers organizations in heavy equipment industries to work easier, faster, and smarter.

Handle’s Framework and Integration Engine simplifies processes to reduce data entry, errors, and manual checks. Our configurable modules make business processes more fluid and dynamic, making data actionable.

Through our strategic implementation process, a framework that can integrate with any system, and an insightful approach to software design, CustomerTRAX helps businesses win, grow, and retain customers and completely streamlines business processes without paperless solutions.

About this role:

We are looking for an experienced CRM Customer Experience and Solutions Specialist who is a "hands-on" implementer that excels at working with people and on your own. To succeed you will work closely with customers and our Development team to identify, capture and translate/document their business requirements into practical software solutions.

The ideal candidate will have experience managing complex projects, facilitating client conversations and follow-ups, and collaborating cross-functionally to meet or exceed targeted go-live dates. You are encouraged to think big, dig in, and take ownership of customer challenges.

Responsibilities:

• Identify customers' requirements and potential gaps, as well as critical success metrics while partnering closely with the Development team to ensure a successful deployment of our CRM and workflow solutions.

• Manage project milestones and be accountable for successful project delivery. This includes follow-up communications throughout the process, full documentation of what is being implemented, and finalized process summaries.

• Ensure that our customers have a positive experience by managing customer requirements, and the documentation to configure and develop them, while resolving customer complaints.

• Quickly understand customer needs, analyze workflows, identify automation opportunities and develop innovative solutions to optimize their business processes.

• Leverage yourworkflowexperience to guide customers in implementing and integrating our solutions seamlessly into their existing processes. Identify repeat scenarios and build reusable assets when appropriate.

• Manage both business and third-party technical escalations, ensuring appropriate and proactive communications while setting realistic expectations with the customer. Quickly identifying time-sensitive issues that require priority and additional communications.

• Develop deep expertise in Handle CRM’s native automation and know exactly when to apply each specific tool.

About you:

• 2+ years of experience managing software implementation, workflows, delivery, and integration projects at a SaaS, CRM or Marketing company .

• Demonstrated excellent written and verbal communication skills with proven client-facing experience.

• Able to interact and explain complex problems succinctly and clearly to a wide variety of customers with differing levels of knowledge and/or experience of software applications.

• Strong documentation skills with the ability to create process and systems documentation in a clear, concise, and precise manner.

• Experience with paperless processes or e-Sign (Electronic Signature) workflow solutions.

• Highly organized with the ability to prioritize quickly and redirect resources when needed by customers and/or internal requirements.

• You're known for being a good collaborator and can motivate or maintain enthusiasm throughout the implementation engagement.

• A high level of intellectual curiosity with a talent for troubleshooting customer issues is critical. Must be able to identify and understand the core issue of a problem and relay that information to both the Development team and the customer.

• Ability to "think on your feet”, quickly learning new technologies and adapting to customer demands.

• Strong passion for learning about our products and industry trends for further expansion of our solutions.

• Experience in CRM systems, SaaS, software implementation or a fast-growing startup is preferred.

How to apply:

This position will be closed as soon as we find the perfect match. As part of the hiring process, the process will include:

1 - Submitting your resume

2 - Being invited to record a short video to introduce yourself

3 - Completing a brief questionnaire, if short-listed

4 - Attending video interviews where you will have the opportunity to talk more about your previous experience and this role