Client Success Specialist

Description

This is a full-time position, and core hours of work and days are Monday through Friday 8:30 a.m. to 5:30 p.m. This position may require some weekend work.

JOB SUMMARY: The Client Success Specialist I is responsible for providing excellent customer service and support to all ProfitSword clients. The incumbent serves as a liaison between the assigned client and technical services. Has the ability to prioritize customer tickets and phone calls.

ESSENTIAL FUNCTIONS:

• Assist with the Onboarding/Implementation process.
• Provide daily updates to account escalations including but limited to overdue support tickets, urgent tickets, etc.
• Respond to client tickets, emails and phone calls in a timely manner.
• Enter and maintain accurate information in various systems including TeamSupport and TeamSuccess.
• Conduct periodic client calls focusing on client health, system usage and best practices.
• Provide technical and product support as needed.
• Responsible for being a Customer Advocate for the clients.
• Handle any special projects as assigned by management.
• Other duties as assigned.

MENTAL DEMANDS:

• Most of the duties are varied and regularly require analysis, comprehension, or limited judgment and discretion. Some of the duties may not conform to standard practices requiring the use of the analysis and interpretation to resolve problems.
• Requires the use of mathematical skills occasionally or about 1/3 of the time.
• Requires continuous concentration, alertness, and attention to detail.
• Requires an intermediate level of reading and writing.

PHYSICAL DEMAND CLASSIFICATION: LIGHT (Occasionally lifts up to 25 pounds)

SKILLS/TECHNICAL KNOWLEDGE:

• Bachelor's degree - Field of Study: Business Administration, Hospitality or general Bachelor's degree and 2-3 years of experience, or a commensurate combination of education and experience.
• Intermediate level of knowledge of ProfitSword software, specifically within the Daily
• Modules and Administrative areas of the system, with aptitude toward learning a lightly technical side of PMS/POS imports.
• The position requires good, basic, clerical and administrative skills with emphasis on verbal and written communication skills (in English), good common sense, positive attitude, willingness to take initiative, and ability to maintain confidentiality.
• Hospitality Industry experience preferred.
• Ability to work accurately and quickly under company deadlines.
• Ability to operate computer hardware and to work with software applications.
• Communication skills - ability to express ideas clearly and concisely, in writing and verbally.
• Interpersonal skills - cooperative, courteous, flexible, and good natured.
• Effective work skills - conscientious, persistent, resourceful, productive, and active.
• Must have the ability to make decisions and judgments.
• Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships and deal with employees in an efficient and professional manner.
• Must have the ability to work independently.
• Must have the ability to multi-task.
• Must have excellent customer service skills.
• Must have attention to detail and accuracy.
• Ability to prioritize and balance multiple tasks and commitment to meeting and exceeding deadlines and goals.
• Passion for customer service and problem solving.