Customer Success Specialist

4 weeks ago

Oxford, United States mTrade Full time

mTrade is currently searching for a highly motivated, results-focused Customer Success Specialist to join our team. Our ideal candidate is an organized self-starter with exceptional communication and problem-solving skills. As a part of the mTrade team, the candidate must be able to work independently and collaborate effectively with colleagues, both remotely and in person. The successful candidate will possess exceptional analytical and interpersonal skills. In this role, the candidate will participate in a wide array of tasks and initiatives focused on enhancing client experiences and ensuring client success by identifying best practices to be adopted in their day-to-day usage of our proprietary software platform.

The responsibilities below are not all-inclusive. Possessing experience and skills with these responsibilities are critical for success in this position and will allow you to add immediate value to the team.

· Provide initial technical product support to clients via inbound calls, email, etc., by handling inquiries and troubleshooting product-related issues.

· Investigate issues by gathering additional information from clients.

· Track multiple system alerts in place to handle various system issues/errors; analyze results to identify process and/or system enhancements.

· Manage data tape uploads to system and provide analysis to improve efficiency of the process.

· Participate in client-facing calls as needed.

· Respond promptly to client needs and requests for service or assistance.

· Maintain functional understanding of company products and services as required to provide solutions to client needs.

· Identify, investigate, and resolve problems in a timely manner; gather and analyze information skillfully and develop alternative solutions.

· Maintain department process and procedure documentation.

· 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.

· 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.

· Other tasks, special projects, and assignments, as needed to support mTrade.

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