Client Success Coordinator
1 week ago
We are seeking a Client Success Coordinator to become a vital part of our expanding Customer Delivery & Success team.
This position is dedicated to assisting our active clients through effective issue management, prioritization, internal collaboration, and consistent communication, both within the organization and with clients.
The ideal candidate will be a proactive individual who excels at multitasking, adhering to established processes, and engaging with clients in a courteous and supportive manner.
Key Responsibilities- Prioritize client needs by managing primary communication regarding issues through the support portal.
- Conduct initial assessment of client-generated support requests.
- Familiarize yourself with assessment processes, including service level agreements (SLAs), issue ownership, and escalation procedures.
- Utilize and contribute to a comprehensive Knowledge Base that facilitates and enhances future issue resolution.
- Share accountability for support analytics, monitoring, and utilization tools and reports.
- Collaborate effectively with clients and internal teams, including Delivery and Product/Engineering.
- Demonstrate the ability to efficiently and accurately direct issues to the appropriate teams and departments.
- Exhibit a willingness to deepen your understanding of our products and systems.
- Assist in identifying and collaborating on future initiatives to enhance the foundation and experience related to our Client Success function.
- An associate or bachelor's degree in information systems, computer science, or a related field is preferred.
- A minimum of 2 years of experience in helpdesk support, business analysis, computer operations, or desktop support.
- Familiarity with tools such as Zendesk, Confluence/JIRA, Salesforce, Rippling (HRIS), Sharepoint (Knowledge Library), Microsoft 365, Slack, etc. is advantageous.
- Experience in developing and/or updating company IT policies and procedures.
- A passion for skill development, tackling engaging work, and solving complex challenges.
- Exceptional prioritization, logical reasoning, and organizational abilities.
- Capacity to innovate in a rapidly evolving work environment and comfort with ambiguity.
- Highly motivated self-starter with strong teamwork skills.
- Excellent verbal and written communication abilities.
- Flexibility and adaptability to thrive in a dynamic and ever-changing startup environment.
- A positive attitude, celebrating achievements, and contributing to a supportive culture.
Travel Requirements
This role has minimal domestic travel expectations, which will be communicated by the department manager or executive. Janus is committed to providing flexibility and advanced notice regarding travel scheduling.
Physical Demands
This position operates in a professional remote or in-office setting, utilizing standard office equipment. It is primarily a sedentary role; however, the employee has the flexibility to move as needed. The role involves frequent use of a computer, phone, keyboard, mouse, and other office equipment, along with regular communication with internal and/or external stakeholders. The ability to exchange accurate information in a timely manner is essential, as is the capacity to recognize objects from varying distances.
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