Senior Customer Success Professional

2 weeks ago


Oxford, Mississippi, United States mTrade Full time
About the Role

We are seeking a highly motivated and results-driven Senior Customer Success Specialist to enhance client experiences and ensure client success at mTrade. As a key member of our team, you will be responsible for providing exceptional technical product support, investigating issues, and analyzing data to identify process enhancements.

Key Responsibilities
  • Provide initial technical product support to clients via various channels, handling inquiries and troubleshooting product-related issues.
  • Investigate issues by gathering additional information from clients and tracking system alerts to identify process and/or system enhancements.
  • Manage data tape uploads to the system and provide analysis to improve efficiency of the process.
  • Participate in client-facing calls as needed and respond promptly to client needs and requests for service or assistance.
  • Maintain a functional understanding of company products and services to provide solutions to client needs.
  • Identify, investigate, and resolve problems in a timely manner, gathering and analyzing information skillfully and developing alternative solutions.
  • Maintain department process and procedure documentation and assist with all aspects of onboarding and implementation of new clients.
  • Train users on system functionality and best practice processes through written materials or virtual training.
  • Partner with internal teams on meetings, timelines, and deliverables for client project initiatives and product initiatives.
  • Proactively analyze current data/processes for internal teams and clients to provide feedback on potential improvements and best practices.
  • Identify opportunities to introduce mTrade solutions to solve clients' needs or enhance client workflows.
Requirements

To be successful in this role, you must possess exceptional analytical and interpersonal skills, be able to work independently and collaborate effectively with colleagues, and have a strong understanding of company products and services.

About mTrade

mTrade is a leading provider of proprietary software solutions, and we are committed to delivering exceptional client experiences and ensuring client success.



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