Customer Journey Specialist I

Job Summary

Build strong client relationships while facilitating the upgrade from existing products to the latest product version. Managing them through their customer journey with OnSolve's new enhanced product platform. Responsible for supporting customer's long-term satisfaction and retention.

Responsibilities

• Act as a first-line touch point for customers with simple structures and feature usage.

• Respond to customer inquiries into the product journey benefits and risks. Responses must include appropriate product journey messaging.

• Set proper client expectations and escalate appropriately with a sense of urgency, as needed.

• Review client's accounts for preproduction and product migration and confirm all tasks are completed.

• Review each upgrade task and identify when each item is relevant for clients. Provide recommendations and guidance on how to manage the task considering individual client's needs.

• Review the client's internal structure and recommend the best account structure within the new platform. Articulate how to build out the recommended structure to meet data hierarchy and permission needs.

• Validate preproduction testing for appropriate account features based on the client's contract or package.

• Has a reasonable understanding of data import methods. Assist clients in understanding how their current import methods can be managed going forward and the steps needed to facilitate a seamless transition.

• Initiate and facilitate data migration steps.

• Answer limited technical questions.

• Assist with documenting Journey SOPs.

• Use of collaboration tools.

• Customer-centric focused with a sense of urgency.

• A high level of organization is needed. Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.

• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.

• Other duties as assigned.

Qualifications

• Associate's Degree from an accredited college and/or university, or equivalent work experience.

• Minimum of 2 years experience in a role requiring relationship building.

• Ability to acquire an understanding of multiple product offerings.

• Strong written and verbal communication skills.

• Strong analytical and problem-solving skills.

• Previous daily customer engagement experience via phone.

• Strong organizational and interpersonal skills.

• Microsoft Suite: (Word, Excel, PowerPoint).

• Collaboration: SharePoint and Atlassian Confluence.

• Client Relationship Management: Salesforce, FinancialForce.

Additional Desired Skills or Experience

• Experience in client implementations and/or upgrading clients to new product versions is a plus.

• Ticketing: Atlassian JIRA.

• Diagraming/Visualization: Visio, Snag-it.

• Data management methods: CSV, XML, API (SOAP, REST).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.