Client Success Manager (Technical Support) Position Available In Broward, Florida

Client Success Manager (Technical Support) Nordis Llc – 4.7

Coral Springs, FL Job Details Full-time Estimated:

$72.8K – $95K a year 1 day ago Qualifications Microsoft PowerPoint Project planning Salesforce Mid-level Microsoft Office Analysis skills Project management Bachelor’s degree Case management Time management Full Job Description Client Success Manager (CSM) owns the post-onboarding “Nordis Experience” with our valued clients. The successful CSM will possess a blend of analytical and investigative skills, along with relationship and technology project management expertise. You will educate and inspire clients on how to optimize Nordis’ patented Expresso® software platform and print / digital services to help drive business growth, realize return on investment and efficiently streamline critical communications and payments. CSM’s leverage best practices and product knowledge to achieve maximum client retention, platform utilization, CSAT ratings and understand business challenges clients are trying to solve. As a portfolio subject matter expert and client advocate, you will research and document data & development needs to enhance program performance and extend new features and benefits. Ideally, you are SalesForce-savvy to proactively escalate and resolve any requests or issues as they arise, managing key data points and reports for your accounts. Role reports to Director of Client Success.

Duties/Responsibilities:

Educate and train clients on how to get the most out of Expresso to achieve business goals Serve as the “SME” for your client programs, fielding all client inquires via phone or email and keeping all Nordis support teams up-to-date on client needs Participate in internal product trainings and collaborate on continuous process improvement Attend new client kickoff meetings and develop/present training materials for “go live” Deliver “HyperCare”, a white glove service to personally inspect new programs prior to release Provide existing clients with updates on new Expresso features, or those they may not have used such as content editing, new package setups, inventory management and reporting Research and document all Change Requests for existing clients/programs, including all touch points from requirements definition, translation of needs to product capabilities, estimates and pricing proposals, testing, sample approvals, deadline management and invoicing Document any client escalations via SalesForce and close the loop on findings Schedule annual Client Business Reviews and prepare powerpoint presentations with transactional data, roadmap items and recommended process improvements Support and manage client password changes and the addition / deletion of users Write Standard Operating Procedures (SOPs) and keep all account info current Collaborate with Solutions and Install team on the best way to achieve client’s needs Manage and track offset print requests for customer-owned goods Coordinate escalation / incident documentation and client communications, as needed Support ad-hoc analysis projects, participation in Annual Satisfaction Survey, User audits, system upgrades / maintenance periods, postal and paper goods increases, holiday scheduling, etc. Serve as a final quality control check on new samples and billing reports for program implementation or changes

Required Skills/Abilities:

Confident and strategic thinker with problem-solving capabilities Strong analytical and investigative skills Ability to collect and analyze data to present in a logical manner Excellent client-facing relationship skills to build rapport and respect for the Nordis Brand Outstanding time management skills with proven ability to meet deadlines, proactively follow-up and escalate when needed Self-motivated, eager to succeed in a team environment and “own your portfolio” Recognize emerging project risks and escalate appropriately to ensure mitigation Deep understanding and practical use of Nordis’ Expresso platform and data configuration upon training

Education and Experience:

Ideal candidate possesses a Bachelor’s degree in a related field and project planning experience A minimum of three years of demonstrated results in a Client Success or Customer Service role, preferably with a technology or data-related product or service SalesForce or CRM case management experience to readily manage all account master info Understanding of USPS mailing requirements desirable and print production experience a plus Proficient with Microsoft Office Suite or related software, including virtual meeting technology

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer Must be able to lift up to 15 pounds at times