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Customer Relations & Success Specialist
Job
Mains'l
Remote
$78,000 Salary, Full-Time
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Job Description
Mains'l Solutions is seeking a Customer Relations & Success Specialist to join our team to serve as a trusted partner to our agency clients, guiding them through a seamless onboarding and implementation experience. This role combines customer relationship management, problem-solving, and technical coordination to understand client business needs and deliver effective system solutions. From initial implementation through go-live and ongoing support, the Implementation Specialist is committed to ensuring a positive customer experience, successful adoption, and long-term client satisfaction. What you'll do (Job Duties) Partner with agency clients to understand business needs, recommend system solutions, and provide exceptional support throughout the implementation and post-go-live activities. Analyze, troubleshoot, and document software issues and enhancement requests, coordinating with IT teams to ensure timely resolution and clear communication of updates and priorities. Configure, test, and validate SaaS and FMS software enhancements, bug fixes, and deployments to ensure system functionality and alignment with customer requirements. Facilitate client and internal meetings, provide project updates and meeting documentation, and create clear acceptance criteria and task requirements for development teams. Serve as a subject matter expert on agency and state-specific business rules while maintaining current knowledge of product updates, enhancements, and implementation best practices. What you