Position Summary:

The Client Support Specialist develops a relationship with the customer addressing their system needs by understanding the customer’s current business processes and helps ensure that their Pro Software configuration meets their business objectives. The customer relationship will exist post-implementation as the Client Support Specialist will be a key advocate for customer success, support and translating clients’ needs into PSR (product specifications) for Pro Software enhancements. Furthermore, this individual will be a Subject Matter Expert (SME) in the payroll, benefits, tax and accounting functional areas. This position reports to the Head of Support.

Essential Job Functions:

• Resolves support ticket requests from customers by training, configuration, or system updates.
• Manages overall customer success by leading recurring meetings that focus on resolving customer issues and enhancing the system to meet customer needs.
• Provides insight to and support of the customer throughout the full project lifecycle (Sales-implementation-support).
• Prepares and conducts user training as well as developing client training material.
• Documents and maps customers’ business processes and third-party integrations and identifies areas of opportunity for increased client satisfaction (either during sales or implementation process)
• Acts as liaison between the client and the business and effectively communicates client needs related to software functionality and performance.
• Identifies future development needs based on client processes and provides development team with design documentation for client-specific development.
• Reviews, analyzes, and evaluates business needs and works with technical resources to design effective, simple, and creative automation solutions.
• Plan and complete assignments within deadlines.
• Participate in internal QA process to test customer issues/enhancements and provide feedback

Knowledge Skills & Abilities:

• 3 years’ experience implementing or supporting Enterprise Resource Planning (ERP), Payroll or other application software implementations required.
• In-depth understanding of both PEO Software and the PEO business preferred.
• Business process or Value Stream Mapping (VSM) and consulting experience.
• Experience with Microsoft Project.
• Project Management Professional (PMP) certification or equivalent a plus
• Team player with strong communication, interpersonal, and collaboration skills.
• Takes ownership of issues and drives them to completion.
• Excellent communication and documentation skills.
• Ability to present ideas effectively, either orally or in writing.

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