Client Success Specialist - Sacramento, United States - NEXGEN Asset Management

NEXGEN Asset Management

Verified Company

Sacramento, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Overview:

NEXGEN Asset Management is looking for a Client Success Specialist to join their Client Success team.

NEXGEN's Client Success Team is focused on delivering exceptional customer service, learning tools, training resources, and engagement opportunities for clients to ensure they're using NEXGEN to meet their asset management goals.

The Client Success Team leads software trainings, hosts online webinars, moderates NEXGEN's online community space, and runs the NEXGEN support portal.

Join our team's Success division to help triage support tickets via our ticket portal and help direct clients to the proper channels.

Responsibilities:

Effectively triage support tickets and direct them to the proper department.
Provide recommendations to clients on software best practices.
Properly document reported issues and provide detailed notes on steps taken.
Recreate client submitted issues.
Tag support tickets appropriately.
Analyze ticket data and identify stagnating tickets.
Collaborate with different departments to prioritize issues as needed and decrease resolution time.
Provide weekly, monthly, quarterly, and yearly support ticket reports as needed.
Collaborate with Subject Matter Experts to learn new software features.
Serve as a NEXGEN product expert.

Requirements:

Bachelor's degree.
3+ years of experience in customer service or a technical support role. (Applicants with less experience are still encouraged to apply)
Experience analyzing data and working with data tools like Excel and Zoho Analytics.
Experience with support ticket portals a plus but not needed.
SQL, database query knowledge a plus but not needed.
Excellent verbal and written communication skills.
Proficient in MS Office.
Excellent time management and organizational skills.
Ability to multitask.
Ability to work under pressure and prioritize tasks.
Ability to work in a team with a positive attitude.
Excellent customer service skills.

Starting salary range of $50,000 - $70,000/year based on experience.

What is NEXGEN Asset Management?:

NEXGEN Asset Management is an Enterprise Asset Management system that allows cities, utilities, and facilities increase the longevity of their assets.

Founded by an engineer frustrated with the lack of effective asset management tools, NEXGEN has grown to a prominent software organization that keeps its clients at the heart of everything they do.

NEXGEN Core Values:

Courage:

Do the right thing & not be afraid of taking smart risk
Be bold and make intelligent decisions
Take initiative even when faced with adversity

Innovation:

Promote innovation & continuous improvement
Approach work with intellectual curiosity
Follow the best practices of the industry

Respect:

Treat others with respect & professionalism
Be honest, open, and forthright
Approach the organization, clients and team with integrity

Proactive:

Anticipate & take the initiative to achieve results
Be aware of situation and environment
Anticipate needs and take initiative to address

Results:

Deliver exceptional results
Hold yourself accountable to deliverables and deadlines
Strive for excellence

Community:

Build a community of coworkers and clients
Familydriven culture of teamwork
Connect on a personal level with team and clients

Why Work at NEXGEN?:

Additional Information:

NEXGEN is an equal opportunity employer.
The salary range listed is the starting range for applicants and is based on prior experience and an applicant's interview.
NEXGEN offers excellent benefits.
Applicants willing to grow with the organization are encouraged to apply.