Customer Account Specialist

As a Customer Success Account Specialist you will work closely with the Customer Success and Sales Teams and manage assigned customer duties, serving as the first line of contact, post-sales. Proficient in the suite of products, you will provide input on system enhancements and test new functionality, in addition to understanding and working with diverse customer requirements and processes. You will work closely with internal teams to resolve customer issues and participate in specific customer-facing initiatives, such as pre-sales demos and product training. Additionally, you will be responsible for managing daily tasks and responding to customer requests/inquiries over the phone, via e-mail, or in person and provide solutions to concerns.

• Support Customer Success Managers in delivering services to customers.
  • Execute the setup and configuration of new customers and new services for existing customers with guidance from Customer Success Managers.
  • Perform matching and data remediation on submitted customer files.
  • Report data trends visible through the course of reviewing customer files or inquiries.
  • Participate in customer meetings as required to provide support or gather information to setup products and services.
  • Assist in documenting customer business processes and standard operating procedures.
• Gain and maintain proficiency with the tools that support customers and complete defined activities.
• Willingness to support team members with high priority tasks, balanced against individual responsibilities.
• Gain an understanding of the importance of the task and the desired result.
  • Proactively communicate potential or known exceptions to agreed upon support and service activities.
  • Escalate customer questions and issues to the appropriate internal teams to reach a resolution and communicate results to the customer.
  • Provide support and training as required to address specific customer support.
  • Work to meet expected deadlines and effectively communicate potential changes to schedules and agreed upon commitments.
• Perform off-hours testing support for regular releases approximately once per