Job Summary

Building strong client relationships while facilitating the Implementation of OnSolve products. Managing them through the implementation process and rollout of OnSolve’s products and features. Responsible for supporting customer’s long-term satisfaction and retention.

Responsibilities

• Set proper expectations with clients and escalate appropriately with a sense of urgency, as needed.
• Act as first-line touch point for customers during implementation of OnSolve’s product packages.
• Understand customer’s use cases, goals and success criteria. Provide recommendations and guidance throughout the implementation to attain the goals and success criteria.
• Has a reasonable understanding of data import methods. Assist clients in importing contact data and process to maintain the data.
• Initiate and schedule customer training.
• Provides a successful hand off from implementation to support.
• Use of collaboration tools.
• Customer-centric focused with sense of urgency.
• High level of organization needed. Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.
• Other duties as assigned.

Qualifications

• Associates Degree from an accredited college and/or university, or equivalent work experience.
• Minimum of 2 years’ experience in a role requiring relationship building.
• Ability to acquire an understanding of multiple product offerings.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Previous daily customer engagement experience via phone.
• Strong organizational and interpersonal skills.
• Microsoft Suite: (Word, Excel, PowerPoint).
• Collaboration: SharePoint and Atlassian Confluence.
• Client Relationship Management: SalesForce, FinancialForce.

Preferred Qualifications

• Experience in client implementations.
• Ticketing: Atlassian JIRA.
• Diagraming/Visualization: Visio, Snag-it.
• Data management methods: CSV, XML, API (SOAP, REST).
• TRM Experience.

Travel

• Minimal travel - less than 10% travel.

 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.