Contour Software · 1 day ago
Intermediate Customer Success Analyst
Remote - CAN
Full-time
Onsite
Mid Level
$60K/yr - $90K/yr
3+ years exp
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Responsibilities
Rapidly gain expertise with software products.
Manage multiple projects simultaneously.
Creating, maintaining and distributing project documents including the project plan, schedules and deliverables
Strong ability to manage tasks, with excellent organizational skills.
Provide feedback to the Customer Success Team Lead and other leaders to improve the overall success of the customer, while keeping them informed of critical issues as they arise.
Develop and document procedures resulting in repeatable project management processes which improve the success of overall project.
Communicate directly to the dealer to set expectations, review project timeline.
Resolve network install issues and/or delays to reduce the impact of the client and ensure timely installs.
Occasionally travel to customer locations and perform various hardware duties and software duties.
Receive and record calls (tickets), and provide support to end users on a variety of software related issues.
Time Tracking through appropriate time tracking software (currently Team Support)
Negotiate or modify project scope or delivery dates with the client based on project deliverables, contingencies and predefined acceptance criteria.
Explain the implications of changes to project scope and/or objectives to client and management to ensure changes are understood and approved.
Conduct end-user training on software features, functionality, workflow, best practices and optimization.
Facilitate fulfillment and delivery of services sold by sales team.
Complete after-hours on call rotation for Network Services Team
Work with Customer Success Lead and PSG Director to ensure hardware setup of new deals are completed efficiently.
Excellent and personable communication with customers.
Assist clients with troubleshooting issues.
Enter and maintain detailed documentation.
Track and monitor problems to insure a timely resolution.
Gather, document, and present detailed documentation on researched issues.
Consistent attendance a must.
Time Tracking through appropriate software.
Other responsibilities as required.
Qualification
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Required
3-7 years of experience in customer service or success
Project Management skills to coordinate installs and follow through to completion.
Excellent organizational, time management and customer service skills
Excellent communication skills (in-person, phone and written)
Excellent presentation skills (online and onsite)
Outgoing and friendly personality
Self-starter, ability to work well within guidelines while being creative.
Ability to get results in a fast-paced environment.
Independent decision-making skills necessary
Sound problem-solving and decision-making skills.
Highly effective communication and problem-solving skills with customers, co-workers and managers
Work effectively as a team contributor on all assignments.
Work independently, while still communicating and coordinating with the customer and other team members within the organization
Ability to carry out multiple tasks within a defined timeline.
Diligent, dependable and prompt
Good organizational skills, time management and customer service skills
Strong written and verbal communication skills
Must be able to travel in the US and Canada
Communicates clearly and professionally even when under pressure.
Collaborator with team members to ensure commonality and cohesiveness.
Quality—looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
Safety and security—actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
Preferred
Experience in customer service or service-oriented roles is an asset
Benefits
Medical
Dental
Vision
Basic life insurance
Short/long term disability
401(k) participation (with company match)
Minimum of 10 days of vacation for new employees
Sick time based on state requirements
8 Company-paid holidays
2 personal holidays per year
Company
Contour Software
Contour Software serves as a dedicated Resource Centre, currently housing employees & teams for more than 80 Divisional & Corporate Dept.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Bilal Mahmood
Founder, CEO & MD
Company data provided by crunchbase
