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Client Assist Specialist
2 months ago
About the Team
The global Customer Success(CS) team is integral in creating long-term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors who guide and advocate for our extensive portfolio of customers. Working closely with customers, Customer Success plans SaaS implementations, on-boardings, training, and ongoing support. This team also identifies opportunities and challenges from the way the customer engages with our solution and takes action to help resolve challenges and foster expansion of usage and value from the solution over time.
Overview
The Client Assist Specialist(CAS) is a critical client-facing role in the CS organization and will work with customers on general maintenance and support for new and ongoing implementations of Intralinks solutions. In this role, the CAS may be the direct line for data room managers and contract signers to address inbound questions and issues, and engage internal resources as needed to complete client requests. The CAS will work in conjunction with other CS professionals and will apply professional concepts, company policies, and procedures to execute work on behalf of the customer.
Responsibilities
- Responsible for the coordination and completion of projects on the Customer Success team.
- Deep understanding of IL markets and the role IL solutions play in helping our Clients achieve their business goals.
- Complete client’s requests for assistance in a timely manner and with high quality.
- Confirm client requirements, manage customer expectations, and liaise with other internal teams as needed.
This is a direct-contact-with-customers position. Communication with customers is expected through telephony and electronic mediums.
Abilities & Qualities
- Passionate about customer success
- Attention to Detail
- Strong computer skills required, especially MS Office suite skills. Advanced Excel Skill required. (If Statements, VLOOKUP’s, MID, LEFT, CONCATENATE Functions)
- VB Scripting within MS Excel (a plus).
- Comfortability with filtering and pivot tables
- Demonstrated verbal, written, and interpersonal communication skills
- Demonstrated Problem-solving skills
- Demonstrated skills in adapting, multi-tasking, and troubleshooting
- Demonstrated ability to work individually and as part of a project team
- Ability to effectively set and manage expectations
- Reliability, a strong work ethic
- Able to communicate well with Clients and Internal resources utilizing strong logic abilities to think through and drive alternative solutions.
Qualifications
- 2-7 years experience in data-related Operations, SaaS system management or customer support.
- 2-7 years’ experience in customer-facing role.
- Bachelor’s degree preferred.
- Industry certificates a plus
