Serve as the primary point of contact and administrator for our help desk efforts, effectively prioritizing, answering, and delegating the end-to-end process of client requests.
Own the management of Axosoft, our product and help desk tool; improving our usage and reporting across the organization.
Identify solutions to client product issues; flex your technical, product and problem-solving skills to help users navigate our SaaS based platform as questions arise.
Own the client health tracking, improvement, and adoption for the Learnsoft suite of products, maximizing long-term value for our clients.
Make informed feature and integrations recommendations based on client feedback, needs, and use cases. Work directly with our operations team and product teams to deliver these prioritized efforts.
Develop and own plans to drive adoption, measurable action, and health of client platform usage.
Develop deep product knowledge and speak with great expertise about our product.
Demonstrate competence in our existing onboarding, implementation, and management cycles.
Support the client on technical questions and provide the technical communication bridge between the client, product, and engineering. Ability to document technical process and provide actionable documentation for resolution to the client.
Orchestration, client sponsor management, and stakeholder communication of prioritized engagements and programs.
Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate
Desired Skills, Knowledge, and Expertise
Bachelor’s Degree in Engineering, Information Technology, Business, or related field AND 4+ years of success in a complex technical client success role.
Experience working in client success, technical support/help desk, configuration and/or training.
Strong communication skills, as well as displaying executive presence and confidence in varying levels of client situations.
Proven record of accomplishment of building relationships with senior client executives in large or highly strategic client accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Excellent skills in planning for multiple engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring followthrough with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management.
Experience working with SaaS, cloud, mobile, web application development, and cloud-native application architecture.
Experience working with business intelligence, analytics software, and higher-touch enterprise software. Knowledge of data analytics, dashboards, and reporting.
Understanding of database tables and fields/integrations/data mapping.
Skill with various workflow tools: Axosoft, JIRA, SQL, HubSpot, Salesforce, Microsoft, Zendesk, Articulate, Adobe Captivate, Excel.
Experience with learning management and talent management solutions a plus
Proven ability to manage and grow a portfolio of clients from strategy to adoption with measurable business results.
Consultative approach to the work, unwavering integrity, attention to detail, and desire to exceed client expectations.
Travel required: 0-25%
Think you’ve got what it takes to contribute to our growing team and have fun doing it?
