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Civix · 2 months ago

Customer Success Representative

United States

Full-time

Remote

New Grad, Entry Level

Civix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to the public sector. The Customer Success Representative will provide comprehensive software support and technical assistance to state agency clients, ensuring effective resolution of client issues and fostering strong relationships.

ConsultingGovernmentGovTechInformation TechnologySoftware

Responsibilities

Serve as the main point of contact for client inquiries and issues related to Civix Business Services software

Build and maintain strong relationships with clients, earning their trust and representing Civix’s core values

Respond to client inquiries and resolve issues promptly, communicating solutions clearly via email and phone

Accurately document all client interactions in designated client management systems to ensure transparency and effective issue tracking

Manage and prioritize open support cases in accordance with established policies and service levels

Assess technical issues and escalate to senior staff or appropriate departments when additional expertise is required

Collaborate with internal teams, departments, and divisions on matters related to supported software applications

Engage with clients to understand their processes and provide informed guidance on business requirements

Conduct minor business analysis independently or with team members to evaluate and implement client update requests

Translate client requirements into clear, actionable items for the development team if needed

Partner with software developers to troubleshoot and resolve technical issues

Perform quality assurance (QA) and testing of software updates and system enhancements

Develop and maintain user-facing documentation and training materials

Deliver end-user training on system functionality, both remotely and in person

Travel to client sites to conduct in-person training sessions (must meet U.S. entry requirements)

Qualification

Software support experienceClient service passionAnalytical skillsCommunication skillsOrganizational skillsTraining deliveryAgile environment experienceServiceHub familiarityMonday.com familiarityAzure DevOps familiarityTeam collaborationDocumentation skillsProblem-solving abilities

Required

A strong passion for delivering exceptional client service

Proven experience providing software support and/or training to end users

Excellent interpersonal and communication skills, with the ability to build rapport and convey technical concepts clearly

Strong organizational skills with the ability to manage and prioritize multiple tasks in a fast-paced, technical environment

Solid analytical and problem-solving abilities

Ability to work independently as well as collaboratively within a team setting

Consistently maintains a positive, professional demeanor under pressure

Exceptional written, verbal, and phone communication skills

A proactive, can-do attitude with a strong service-oriented mindset

Willingness and ability to travel to the United States, as required

Diploma or Bachelor's Degree in a relevant field (e.g., Information Technology, Business Administration, Public Administration, or a related discipline)

Equivalent combination of education and relevant work experience may be considered