Kingland · 10 hours ago
Client Support Lead
Ames, Iowa, United States
Full-time
Onsite
Mid LevelKingland is a leading provider of enterprise software products, addressing complex data, risk, and regulatory compliance challenges. The Client Support Lead is responsible for managing client service tickets, ensuring timely resolutions, and coordinating deployment activities while maintaining strong communication with clients.
Data MiningEnterprise SoftwareProfessional ServicesSoftwareText Analytics
Responsibilities
Receive, investigate, triage, resolve, and assign all client service tickets (CSTs)
Escalate CSTs to Tier 3 support that require additional triage
Ensure timely resolution of CSTs
Coordinate all Client UAT and Production deployment activities, including scheduling, requesting, and receiving approvals as specified in processes and communicating status to client
Provide standard reports and metrics to client and Kingland leadership
Manage status of all outstanding CSTs on an ongoing basis reporting status frequently to your clients
Lead support meetings between client and Kingland
Monitor for critical events and escalate internally and to client as necessary
Identify possible configuration changes based on monitoring activities
Participate in on-call rotation for after-hours support
Lead or contribute to root cause analysis (RCA) for high-severity or recurring incidents
Document lessons learned and ensure preventative actions are tracked to completion
Partner with Engineering and Product teams to reduce future incident volume
Ensure CST handling follows defined SLAs, escalation paths, and documentation standards
Identify gaps in support processes and recommend process improvements
Ensure deployment and support activities comply with internal change management and audit requirements
Qualification
Required
Bachelor's degree or equivalent experience, required
Strong communication and client management skills, with the ability to communicate complex issues and ensure understanding to the appropriate audience
Strong work and time management skills and attention to details
Ability to adapt quickly to changes in priorities
Strong analytical skills and the ability to think critically
Preferred
Experience in software development or client support profession, preferred
Benefits
Kingland has an awesome suite of benefits that sets us apart from others.
We are authentic in our commitment to providing team members an exceptional experience where they feel supported and valued by the Company, in an environment where they are set up for success.
We recognize that each individual has unique needs, and our health and welfare, wellness, lifestyle and total rewards benefits are designed for that reason.
Company
Kingland
Kingland is a managed solution provider of enterprise-class data, analytics, cognitive and work automation software.
Founded in 1992
201-500 employees
H1B Sponsorship
Kingland has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2023 (8)
2022 (1)
2021 (1)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
$3.72M2021-02-23Series Unknown
2018-08-31Series Unknown· $0.75M
2017-08-31Series Unknown· $0.86M
Leadership Team
David Kingland
Chairman and Chief Executive Officer
Courtney Hiveley
President, Chief Operating Officer
Recent News
2025-06-21
2025-03-05
2024-05-26
Company data provided by crunchbase