CLIENT SUCCESS SPECIALIST

Job Overview NEXGEN Asset Management is looking for a Client Success Specialist to join their Client Successteam.
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.
To excel in this role, you should be excellent in verbal and written communication and be comfortable communicating with clients via email.
We are looking for a detail oriented candidate that enjoys solving complex problems and can work independently.
The perfect candidate would be very resourceful and comfortable with software applications.
Exceptional applications will have excellent customer service, be willing to advocate for client needs, and be willing to analyze support data and identify process gaps.
oachable and tech savvy candidates are encouraged to apply.
This position is remote friendly! Our main office is located in Sacramento, California but applicants in other areas are encouraged to apply as long as they can work from 7AM - 4 PM EST or PST.
(Hired applicants will be asked to work PST hours until they are able to operate independently).
ResponsibilitiesEffectively triage support tickets and direct them to the proper department.
ffectively communicate with clients via email, phone, or video call.
rovide recommendations to clients on software best practices.
roperly document reported issues and provide detailed notes on steps taken.
ecreate client submitted issues.
ag support tickets appropriately.
nalyze ticket data and identify stagnating tickets.
ollaborate with different departments to prioritize issues as needed and decrease resolution time.
rovide weekly, monthly, quarterly, and yearly support ticket reports as needed.
ollaborate with Subject Matter Experts to learn new software features.
erve as a NEXGEN product expert.
RequirementsBachelor's degree.
+ 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.
xperience with support ticket portals a plus but not needed.
QL, database query knowledge a plus but not needed.
xcellent verbal and written communication skills.
roficient in MS Office.
xcellent time management and organizational skills.
bility to multitask.
bility to work under pressure and prioritize tasks.
bility to work in a team with a positive attitude.
xcellent customer service skills.
tarting salary range of $/year based on experience.
hat is NEXGENAsset Management?NEXGEN Asset Management isan Enterprise Asset Management system that allows cities, utilities, and facilities increase the longevity of their assets.
ounded by an engineer frustrated with the lack of effective asset management tools, NEXGEN has grown to aprominent software organization that keeps its clients at the heart of everything they do.
EXGEN Core ValuesCourageDo the right thing & not be afraid of taking smart riskBe bold and make intelligent decisionsTake initiative even when faced with adversityInnovationPromote innovation & continuous improvementApproach work with intellectual curiosityFollow the best practices of the industryRespectTreat others with respect & professionalismBe honest, open, and forthrightApproach the organization, clients and team with integrityProactiveAnticipate & take the initiative to achieve resultsBe aware of situation and environmentAnticipate needs and take initiative to addressResultsDeliver exceptional resultsHold yourself accountable to deliverables and deadlinesStrive for excellenceCommunityBuild a community of co-workers and clientsFamily-driven culture of teamworkConnect on a personal level with team and clientsWhy Work at NEXGEN?NEXGEN team members like to joke that NEXGEN's unofficial motto is "Hawaiian Vibe, Manhattan Drive".
Team members at NEXGEN experience a laid back work environment that still focuses on results and achievement.
Our office is dog-friendly so you always have a furry friend to say hello to and we believe in promoting from within.
EXGEN is an equal opportunity employer and we are committed to creating an inclusive environment for all employees.
Submit an application today or visit our website at nexgenam.
om to learn more about us!Additional Information NEXGEN is an equal opportunity employer.
he salary range listed is the starting range for applicants and is based on prior experience and an applicant's interview.
EXGEN offers excellent benefits.
pplicants willing to grow with the organization are encouraged to apply.