Client Success Specialist

Company Information: At InnovA Technologies, we’re redefining the auction industry with cutting-edge, cloud-based solutions, building innovative tools that are transforming how auctions operate. Our Fort Worth-based team is passionate about innovation, collaboration, and problem-solving. We combine deep industry expertise with modern technology to deliver seamless, efficient platforms. With a commitment to continuous improvement and forward-thinking solutions, InnovA is shaping the future of the auction industry through technology and strategic innovation.

This role will report to InnovA Offices in Fort Worth, Texas

Position Summary: As a Client Success Specialist at InnovA Technologies you will play a pivotal role in ensuring the successful adoption of InnovA solutions for our clients. You will collaborate closely with clients, gathering detailed information to configure our platform to align with their business. Additionally, you will deliver customer-focused technical training and support to facilitate a seamless transition to the InnovA platform.

 Key Roles / Responsibilities:

• Work closely with clients to understand their business processes, ensuring clear alignment and feasibility within the InnovA platform.
• Support customer implementation activities, including onboarding and product training, to ensure smooth project delivery within defined timelines.

• Contribute to our knowledge base and documentation tools, helping to make our support processes more scalable.

• Conduct training sessions and discovery workshops for end users to enable effective system utilization; documenting the discovery process and updating the process documentation as needed.

• Provide exceptional support for our platform by serving as customers’ first point of contact for platform questions, troubleshooting, and issue resolution.
• Influence product development by identifying opportunities to improve user experience and platform adoption based on customer conversations and interactions.

• Foster strong relationships with clients, understanding their unique requirements, and providing personalized support to drive customer success.

• Take ownership of customer issues from initial contact through resolution, managing client expectations and ensuring timely follow-up.

• Participate in User Acceptance Testing for new features to ensure they meet client needs.
• Collaborate with the sales team to assist with product demos and contribute to upselling and expanding InnovA solutions.
• Stay updated with industry best practices and technology advancements, continuously expanding your professional knowledge and expertise.
• Maintain strict confidentiality of customer information and protect operational integrity.

• Perform other related duties as required.

 Required Education, Experience, and Qualifications:

• High school diploma or equivalent is required.
• Bachelor's degree in Business Administration, Information Systems, or other related fields is preferred.
• Technical aptitude and ability to quickly learn new software platforms and integrations.
• Experience in software sales or sales support, QA testing, customer support, implementation, or similar roles is a plus.
• Demonstrated ability to take ownership of issues and drive them to resolution.
• Familiarity with the auction industry is a plus.
• Ability to thrive in a growth oriented environment, adapting to multiple roles and responsibilities as needed.
• Experience collaborating with interdepartmental teams.
• Strong analytical and product management skills, with the ability to translate customer business needs into application requirements.
• Excellent verbal and written communication skills, with a strong emphasis on customer-centricity.
• Exceptional phone etiquette and effective documentation skills.
• Strong attention to detail and a commitment to providing exceptional service to clients.
• Able to travel domestically and internationally, up to 25%.

Working Conditions:

• 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.
• Must be able to comprehend and follow written and oral instructions. 
• Must be able to complete tasks even with frequent interruptions. 
• Must be able to use discretion and independent judgment as needed. 
• Must be able to speak clearly on the phone and to fellow workers.

Benefits:

• Competitive Compensation Package
• Medical Dental Vision Coverage
• 401K Company Match
• Life Insurance Long Term Disability Coverage – 100% Company Paid
• Health Savings Account (HSA)
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Wellness Check Program - Insurance Premium Discounts
• EAP Resources
• Paid Holidays
• Paid Time Off (PTO)

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification and are subject to change as the needs of the employer and requirements of the job change. Any essential functions of this position will be evaluated as necessary should an employee/applicant be unable to perform the functions or requirements due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the employee/applicant when possible.