Senior Reporting Specialist

Description

The Senior Reporting Specialist is a versatile role that balances client-facing support with hands-on reporting responsibilities. This individual will pivot between building and editing reports, managing escalated support tickets, and providing direct assistance to enterprise clients and internal teams.

The successful candidate will bring strong experience with the ACES platform, proficiency across a range of reporting and business intelligence tools, and a deep understanding of SaaS environments. They will actively drive process improvements and serve as a knowledgeable resource across the organization.

Above all, this person is an exceptional communicator who is intellectually curious, proactive about asking questions, and self-aware enough to know they don’t have all the answers. They thrive in environments where continuous learning and collaborative problem-solving are the norm.

Requirements

Key Responsibilities

• Take ownership of escalated tickets and deliver high-quality support to our enterprise clients, serving as a reliable point of contact for complex issues.
• Provide versatile, hands-on assistance to clients and internal teams - seamlessly shifting between report creation, troubleshooting, and general support as needs arise.
• Create, edit, and schedule reports using reporting and business intelligence tools; maintain proficiency across cloud-based BI platforms, data visualization tools, and SQL-based reporting environments.
• Leverage AI-assisted workflows and prompting tools (e.g. ChatGPT, Claude, Copilot) to enhance report generation, data analysis, troubleshooting, and day-to-day productivity.
• Gather and analyze user feedback to provide actionable insights that drive product improvements and enhance the client experience.
• Independently manage professional services engagements from start to finish, ensuring quality deliverables and client satisfaction.
• Conduct client and team training sessions to ensure a comprehensive understanding of the product or service. This includes delivering live training sessions via screen share, and potentially, in-person events such as ACES Engage.
• Mentor junior staff members to help develop the skills of less experienced team members, fostering a culture of curiosity and continuous improvement.
• Exhibit self-sufficiency in resolving tickets that do not necessitate tech team intervention.
• Collaborate effectively within the department and across the company to ensure customer satisfaction and operational efficiency in a fast-paced SaaS environment.
• Develop and document at least one new process improvement strategy for the report team per year (must be pre-approved by the team supervisor).
• Display readiness and adaptability to confront new challenges with problem-solving prowess, approaching unfamiliar situations with curiosity and a willingness to ask questions.
• Must work towards holding a current Certified ACES Admin certification if you don’t have one already.
  
  

Qualifications

• Minimum of 2 years of hands-on experience working with the ACES platform (required; this is separate from general reporting experience).
• A minimum of 2 years of proven work experience as a Report Writer, Data Analyst, Support Specialist, or in a similar role, ideally within a SaaS, technology, or financial services environment.
• Prior experience working at or with SaaS companies, with demonstrated proficiency using common SaaS tools such as CRM platforms, ticketing systems (e.g. Jira, Freshdesk), collaboration tools, and cloud-based reporting platforms.
• Proficiency with reporting and business intelligence tools, including experience with SQL-based reporting platforms, cloud-based BI tools, data visualization tools, or similar. Comfortable learning and adapting to new reporting technologies as needed.
• Experience with AI prompting and AI-assisted workflows, including familiarity with tools such as ChatGPT, Claude, Copilot, or similar AI assistants for report generation, data analysis, troubleshooting, or productivity enhancement.
• Exceptional written and verbal communication skills, enabling effective interaction across all organizational levels while fostering and sustaining strong relationships with clients. Able to distill complex technical information into clear, accessible language.
• Intellectually curious with a proactive approach to asking questions and seeking understanding. Self-aware enough to recognize knowledge gaps and collaborative enough to bridge them through teamwork and continuous learning.
• Proven ability to work both independently and collaboratively in a fast-paced SaaS environment.
• Proficient in submitting Jira tickets with minimal modifications required from support leadership or other internal teams.
• Adept at meeting new challenges with flexibility, a solution-oriented mindset, and a genuine desire to grow professionally.