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Doxim · 1 week ago

Client Services Analyst (In Office Suwanee, GA)

Suwanee, GA

Full-time

Onsite

Entry, Mid Level

2+ years exp

Doxim is a global leader in customer communications management and engagement technology, and they are seeking a Client Services Analyst to oversee the client experience. This role involves managing client relationships, ensuring business objectives are met, and addressing customer support issues to enhance satisfaction.

CRMDocument ManagementEmail MarketingEnterprise SoftwareFinancial ServicesPaymentsSaaSSoftware

Responsibilities

Manage overall client relationship; Build strong rapport with client and client’s team

Introduce initiatives and solutions that grow the client’s revenue and profit

Provide governance for contract adherence

Set expectations and deliver results accordingly

Instill strong business ethics and sense of urgency in a matrixed business environment

Work collaboratively across all departments

Oversee implementation of projects through closure and ensure client receives appropriate communication

Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction

Work closely with clients and peers to understand and anticipate their needs

Think through and solve complex problems; proactively provide mitigation for future problems

Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes

Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate

Interpret and understand KPI’s, contracts, and SLA’s

Demonstrate innovative thinking and strong problem-solving skills

Serve as client advocate within the company as well as company advocate to clients

Must be able to fully set up customer information in OPACS/ERP

Qualification

Client managementCase management systemCustomer serviceContinuous ImprovementData analysisProject managementTechnical advocacyComputer proficiencyEnglish languageCommunication skillsProblem-solving

Required

Minimum of 2 years experience using a case management system (Salesforce and Jira is preferred)

Strong demonstrated oversight for handling complex client issues

Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook

Preferred

Post secondary degree in Business Administration preferred

Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment

Background in the print/mail industry preferred

Background with Continuous Improvement and Project Management is recommended

Benefits

Benefits That Fit: As of Day 1 of employment, our flexible benefit options have you covered from healthcare to employer-matched retirement savings and everything in between.

Time Off That Recharges: Take the breaks you deserve with our generous PTO policy designed to help you rest, reset, and return at your best.

Refer & Reap the Rewards: Love working at Doxim? When you refer talented people to join us, you’ll earn a bonus through our Employee Referral Program.