Customer Engagement Specialist - Los Angeles, United States - Journal Technologies

Journal Technologies

Verified Company

Los Angeles, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Who We Are:

At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system.

We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia.

While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency.

Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (

NASDAQ:
DJCO).

We also have a major office in Logan, Utah, a team in Melbourne, Australia, and a growing number of remote staff across North America and the world.

Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business.

Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.

Customer Engagement Specialist:

Responsibilities:

Understand customers' key business goals and objectives and ensure delivery against these goals
Develop a deep understanding of the product lines and ensure that customers are utilizing the products appropriately
Understanding how customers use the product for their business needs is fundamental to this role. Equally important is how they are not using the product. Providing relevant technical recommendations on solutions and enhancements is integral to the job
Act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction, adoption, and high renewal rates
Proactively work with the customer to ensure their software is up to date and on a supported version
Lead quarterly customer business reviews, and regular checkins to ensure engagement and satisfaction
During regular checkins, or via direct customer request, you are accountable for identifying and triaging new issues, proposing potential solutions, and escalating to the appropriate teams to the point of resolution
Stay up to date with customers jurisdictional and legislative changes, communicating these to internal JTI teams to address the impact and provide recommendations
State compliance coordination; business licensing, accounting compliance etc.
Stay up to date with product developments, communicating these to customers addressing the impact and providing recommendations
Inform customers of possible ways to expand solutions as needed
Effectively work alongside other departments including sales, professional services, finance, product, cloud operations, and support acting as a client advocate to ensure an exceptional customer experience
Resolving complaints and preventing additional issues by improving processes

Qualifications:

23 years of account management or customer success/engagement experience in the tech, or justice, sector
Ability to become a product expert over time
Experience working with criminal justice and/or governmental agencies
Ability to work on several different projects and tasks simultaneously
Extremely organized with exceptional time management; ability to manage competing priorities (PMP or CAPM certification preferred)
Strong interpersonal skills with the ability to build trusting relationships with team members, management, and customers alike
Strong strategic thinking skills with experience providing advice and direction to Director and Executivelevel contacts
Ability to understand the client's business and what drives decision making
Adaptability and strong problemsolving skills
Knowledge of Client Relationship Management (CRM) systems and bestpractices

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.

Reports to:
Customer Engagement Lead

Location:
Remote; USA or Canada

Why Journal Technologies?

Competitive compensation based on skills, experience, and years of service.
Quality medical, dental and vision coverage.
Competitive paid time off as well as paid holiday time.
401(k) retirement program.
Annual professional development funds $1,500 USD annual per employee.
Book subscriptions with an extensive library in each office for personal and professional growth.
Flexible working hours which you can coordinate with your supervisor.
Ability for employees to work from a remote location (e.g., hom