Position Summary:

The Customer Success Specialist is responsible for reviewing clients business processes, gather detailed client information to configure, brand, and implement InnovA solutions for our clients. This role is also responsible for conducting customer-focused technical training to ensure smooth and efficient implementation of the InnovA platform to our customers. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust through knowledgeable and transparent communication.

Responsibilities:

• Ensure the customers’ branding and business processes are mapped to our application and that the customers’ expectations are clear and technically feasible.
• Ensure that all projects are delivered on-time and within scope.
• Own a variety of customer implementation activities, including onboarding and product training.
• Conduct role-specific, system specific and business specific training classes and workshops in both end user and train-the-trainer situations, externally and internally.
• Conduct user acceptance and facilatate feedback from training and workshop sessions to continually improve user experience of the system.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Proactively identify changes we can make to InnovA’s solutions to make our customers' jobs easier.
• Embrace opportunities to promote and develop additional business opportunities through upselling and/or expanding InnovA solutions with customers.
• Identifies current and future customer success requirements by establishing personal rapport with potential and actual customers and others in a position to understand specific customer requirements.
• Provides product, service, or equipment technical and engineering information by answering questions and requests.
• Follow up with customers to ensure their technical issues are resolved.
• Collaborate with the sales team and assist with, or conduct product demos as necessary.
• Determines improvements by analyzing applications, custom development, integrations, and services in customer environment and engineering or proposing potential solutions.
• Submits orders by conferring with technical support staff and costing engineering changes.
• Maintains user confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Perform other related duties as required.

Required Education, Experience, and Skills:

• Bachelor’s degree in computer science, IT or a related field.
• One or more years of experience in software implementation, technical consulting or similar roles.
• Familiarity with the auction industry is a plus.

• Must be a utility player and willing to wear many hats and is comfortable in a startup environment.
• Familiarity with the software development life cycle (SDLC) and associated development projects, specifically working alongside a team of developers.

• Experience working with workspaces and projects in TeamDynamix is a plus.
• Experience analyzing information and data.
• Exceptional communications skills, verbal and written.
• Must have very good phone etiquette.
• Strong documentation skills.
• Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client.
• Must pay very close attention to detail.

Other Requirements:

• Able to read, speak and write in English.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Positions self to install equipment, including under desks
• Moves throughout the building to access files.
• Able to work under stressful conditions at times.
• Position will require a minimum of 40 hours per week unless otherwise directed by supervisor.

EO Employer