Responsible for day-to-day front line client support activities such as: training, answering
general questions about client’s solution, troubleshooting system issues and
assisting with technical questions/issues. Performs and manages ongoing account
work, maintains/manages outstanding client issues lists and is responsible for
coordinating the right resources to assist with delivering daily support.
Understands client’s business, collaborates within the organization to craft
solutions and represents client needs in project delivery. Provides consulting
services, training, systems validation, acceptance testing and general guidance
to clients and project staff during projects (i.e. implementations, upgrades,
expanded work, etc.), and ongoing service.
Uses systems tools and processes to provide business analysis or product technical expertise.
Provides ongoing support to clients in the following capacity:
Acts as subject matter expert to understand client requirements and workflows
Establishes, maintains, and grows on-going relationships with clients
Relates application to client needs Identifies,
troubleshoots and resolves issues
Develops or collaborates to develop technical solutions and leads technical training
related to client configurations
liaises with all departments within the organization to resolve client issues
Supports the identification, pursuit and
implementation of expanded opportunities. When needed, supports new sales
Works closely with Account Executive on all
client matters and escalates issues swiftly, when appropriate
Demonstrated ability to function
effectively both independently and within a team/matrix structure in a high
visibility client environment
Ability to exercise sound judgment and strong problem solving skills.
Must demonstrate professional and ethical
business practices, adherence to company standards, and a commitment to
personal and professional development.
Effective written and verbal communication
skills to communicate with colleagues, clients, and vendors; must demonstrate
strong active listening and follow-up skills.
Ability to deliver highly technical
information to less technical individuals.
Proven time management skills to manage
multiple priorities and deliver timely and accurate work.
Strong computer skills and the ability to navigate through multiple systems without assistance.
Requisition ID : 1048