Client Success Specialist

2 weeks ago

Colchester, Vermont, United States Data Innovations Full time
Key Responsibilities:
- Cultivate and enhance the overall post-sales engagement with designated accounts to foster the growth of Data Innovations' presence, encompassing activities such as training, professional services, technical assistance, and contract renewals.
- Prioritize the provision of support to assigned Partners and Key Clients.
- Serve as the primary contact for technical escalations, ensuring timely resolution of issues and appropriate updates to relevant stakeholders.
- Develop and sustain relationships with designated Partners and Key Clients.
- Oversee the support interactions of assigned Partners and Key Clients.
- Act as a point of escalation for support within the Client Success Teams for their designated accounts.
- Provide a comprehensive overview of services for assigned clients; share best practices.
- Conduct regular check-ins regarding support-related matters with assigned Partners and Key Clients to guarantee satisfaction and success with Data Innovations' products and services.
- Identify and address obstacles to client success while minimizing support turnaround times.
- Recognize renewal and upsell opportunities, guiding clients towards enterprise-wide adoption of Data Innovations' solutions.
- Monitor engagement metrics and satisfaction indicators for assigned clients and partners.
- Ensure that client and partner feedback is relayed internally to facilitate continuous improvement of Data Innovations' offerings.
- Collaborate with the VP of Operations, Partners, and Key Clients to identify trends and develop strategies for resolution.
- Ensure that Partners receive the necessary training.
- Confirm that Partners fulfill their contractual obligations for support.
- Liaise and collaborate with Technical Support, Partner, and Sales teams to ensure client and partner satisfaction.
- Willingness to travel up to 25%.

Essential Knowledge, Skills, and Abilities:
- Exceptional interpersonal and communication skills, including the ability to convey complex technical concepts to individuals with varying levels of technical expertise.
- Proven aptitude for problem-solving.
- Capability to mentor colleagues.
- Mindset focused on process improvement.
- High attention to detail.
- Excellent skills in customer interaction.
- Self-driven with the ability to manage multiple projects effectively.
- Extensive knowledge of computer hardware, networking, Microsoft operating systems, and Microsoft Office Suite (Word, Excel, Outlook).
- Expert-level understanding of Strategic Client Account management, support, and service.
- Ability to adhere to Data Innovations' policies and procedures.
- Meets requirements for on-site visits.

Education and Experience:
- A minimum of an Associate's Degree and at least 5 years of relevant professional experience in a Technical Account Manager or Support Engineer role, or equivalent relevant experience.

Physical Requirements/Working Conditions:
- This position primarily involves sedentary office work, with frequent telephone communication, keyboarding, and computer use.

Preferred Skills and Experience:
- Experience in clinical laboratory environments and workflows.
- Familiarity with Healthcare IT Software.
- Previous experience with Instrument Manager.
- Project Management experience.

Supervision Level:
- This role reports directly to the VP of Operations and may involve mentoring others within the department.

Equal Opportunity Employer:
- Data Innovations is an equal opportunity employer and does not discriminate against employees or applicants based on inquiries about compensation or other protected characteristics.

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