Customer Experience Specialist

5 days ago


Glen Allen, Virginia, United States MCIM Full time
About MCIM

MCIM is a cutting-edge platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard. Our platform is designed to meet the evolving needs of Fortune 100 and 500 companies in over 94 countries worldwide.

Job Summary

This role is a unique opportunity for a motivated individual looking to learn the technical operations of managing a cloud-based platform called MCIM. As a Customer Experience Analyst, you will become a super-user of our MCIM product, supporting multiple customer accounts in the delivery & administration of MCIM software, product implementation & training, and continuously improving our product.

Key Responsibilities
  • Become a technical expert of the MCIM platform and train clients & internal employees on how to properly use MCIM.
  • Work with the Operations & Development team to document execution requirements and configure the platform for each customer's unique requests and design needs.
  • Build and maintain software procedure and training documentation for our customers.
  • Present solutions for our customers to Senior Level Management/Executives.
  • Become a trusted resource and advisor for your accounts, while also ensuring consistent delivery of 'white-glove' customer experience.
  • Troubleshoot, Triage, and Communicate timely updates for your accounts on the status of the initiatives/projects you manage.
Requirements
  • Detail Oriented | Analytical Mindset - Understanding MCIM's architecture, workflows, and even AI; You'll have a lot to learn about our software under the hood, and that requires someone capable of learning quickly while also remembering the details that matter.
  • Strong Communication | Presentation | Customer Service - Once you've mastered MCIM under the hood, you'll be sharing its capabilities with our customers and their internal teams.
  • Quality Assurance | Technical Writing - MCIM is an evolving technology platform, and you'll be expected to have a fine eye with ensuring that all implementations of MCIM you manage meet internal quality standards.


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