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Senior Customer Success Professional

2 months ago

Oxford, Mississippi, United States mTrade Full time

About the Role:

mTrade is seeking a highly motivated and results-driven Senior Customer Success Specialist to join our team. As a key member of our organization, you will play a critical role in ensuring client success by identifying best practices to be adopted in their day-to-day usage of our proprietary software platform.

Key Responsibilities:

  • Provide Technical Support: Offer initial technical product support to clients by handling inquiries and troubleshooting product-related issues.
  • Investigate Issues: Gather additional information from clients to investigate and resolve issues in a timely manner.
  • Track System Alerts: Monitor multiple system alerts to handle various system issues/errors and analyze results to identify process and/or system enhancements.
  • Manage Data Tape Uploads: Manage data tape uploads to the system and provide analysis to improve efficiency of the process.
  • Participate in Client-Facing Calls: Participate in client-facing calls as needed to provide solutions to client needs.
  • Respond to Client Needs: Respond promptly to client needs and requests for service or assistance.
  • Maintain Functional Understanding: Maintain a functional understanding of company products and services to provide solutions to client needs.
  • Identify and Resolve Problems: Identify, investigate, and resolve problems in a timely manner by gathering and analyzing information skillfully and developing alternative solutions.
  • Maintain Department Process Documentation: Maintain department process and procedure documentation.
  • Assist with Onboarding: Assist with all aspects of onboarding and implementation of new clients.
  • Train Users: Train users on system functionality and best practice processes through written materials or virtual training.
  • Partner with Internal Teams: Partner with internal teams on meetings, timelines, and deliverables for client project initiatives and product initiatives.
  • Proactively Analyze Data: Proactively analyze current data/processes for internal teams and clients to provide feedback on potential improvements and best practices.
  • Identify Opportunities: Identify opportunities to introduce mTrade solutions to solve clients' needs or enhance client workflows.
  • Assist with Documentation: Assist with documentation for and/or communication to users about enhancements made to the system and provide documentation and training when needed for larger functionality updates.

Requirements:

  • Exceptional analytical and interpersonal skills.
  • Ability to work independently and collaborate effectively with colleagues.
  • Results-focused and highly motivated.
  • Strong problem-solving skills.
  • Excellent communication and technical skills.