Position Summary

Work on the “front-line” with our users – help them understand our product offering and get started! Provide ongoing training as current applications evolve and new applications are launched. Most importantly, become a user advocate by listening to needs and identifying opportunities that help them become faster, smarter and better! Use your technical aptitude to leverage marketplace analytics and identify new opportunities to add value to our user’s businesses.

Job Responsibilities Include:

• Coordinate with the Sales Team an account needs and launch new customers.
• Work with existing customers to maintain a positive relationship.
• Push forward initiatives and tech to help automate manual processes both for customers and internal teams.
• Master details of all product offerings and transform customer processes using our technology.
• Communicate new technology enhancements and how they may benefit the customer.
• Share technology requests from customers to project managers.
• Troubleshoot and solve problems to ensure things run smoothly.
• Ensure DOmedia accounts are properly configured by updating settings, permissions, and scripts as needed.
• Query database and create reports using SQL within the Sisense platform.
• Test software, replicate issues, write up issues and enhancements in Redmine (bug/enhancement tracking software).
• Participate in or lead regular customer meetings, typically via Google Meet.
• Create, update and organize user documentation.
• Design, test, and implement training content on the DOmedia site (walk throughs, etc.).
• Author content for user outreach.
• Other projects as they come up including data taming and process improvements.

Required:

• College degree in business, communications or other related area.
• 1-3 years customer service experience.
• Willing to learn MySQL database tool.
• Must be a team player with excellent communication skills – particularly with phone interactions and screen sharing tools.
• Ability to work independently and manage time appropriately in a fast moving environment.
• Willingness to travel.

Location:

Columbus, Ohio or Remote