Client Success Analyst

Client Success Analyst

Position Overview

InfoTrax Professional Services provides best in class service to our direct sales clients through commission calculation, backend support, and front-end solutions. Many clients have custom requirements that are supported by a best class Client Support team.  InfoTrax Client Support Analysts work closely with clients and internal development teams to troubleshoot and resolve technical issues, advise and train on proper processes inside the software applications, and manage small customer development requests.

Essential Duties Include:

• Mastery of InfoTrax software products and offerings, including client specific information
• Troubleshooting and identifying issues with the tools provided, including research through duplication of an issue
• Identifying if the task is a bug, data fix, or small customization and taking appropriate action
• Owning tasks as assigned and proactively communicating roadblocks or challenges
• Understanding and using established processes, guidelines, and policies in completing tasks
• Testing code when delivered from development/QA and delivering code to client for testing
• Providing exceptional customer service both internally and externally through clear
  • Courteous, effective, and professional communication (phone, email, and in-person)
  • Remain calm and helpful when working with frustrated or upset clients
  • Engage proactively and consultatively, gathering all needed information during the initial intake from clients
  • Communicate updates and solutions clearly and promptly
• Acting as a liaison between clients and the development team in translating issues and providing accurate, effective information that allows developers to address the issue with minimal “back and forth”
• Communicating with client project teams to ensure actions on a task are in line with overall client goals and obtain additional information as needed
• Maintaining positive, trust-based relationships with clients to ensure referability
• Training clients on application feature and processes when development is not needed
• Successfully working with third party companies when issues involve the integrations between multiple parties
• Participating in monthly systems maintenance
  • Efficiently test product stack as system is brought up post maintenance to ensure there are no issues
  • When issues are identified, working quickly with systems and other developers to resolve issues
• Participating in a rotating after-hours, on-call schedule to help solve critical issues when they occur outside normal operating hours
  • Available and responsive when on call to help resolve issues
  • Able to determine if the issues are truly critical and communicate with the client when it is not
• Attending and participating in product training sessions
• Other duties as assigned

Minimum Qualifications & Competencies

• A demonstrated ability to pick up and understand IT and software development concepts
• Ability to communicate effectively with diverse groups/personality types
• Clear and effective verbal and written communication, especially for complex and technical concepts
• Active listening skills (listen to understand rather than response)
• Ability to deescalate situation as needed
• Ability to work well and thrive in a team environment
• Proficient in English

Preferred Qualifications and Competencies

• Proficiency with Microsoft Office

Physical Demands 

• Most work is performed in a traditional office setting. Must be able to remain in a stationary position for long periods of time with occasional walking, bending, carrying, lifting up to 20lbs.
• Must be able to work onsite in the above listed location.
• Constant operation of a computer and other office equipment.
• Frequently communicate with team members through spoken words, email, and telephonically.
• Minimal Travel, primarily local <10%