Senior Client Success Specialist (Business Analyst)

We are seeking for a SENIOR CLIENT SUCCESS SPECIALIST to join our growing team!

Position Overview

Supports internal resources in the implementation of technical systems, software, hardware or solutions. Supports client consultant team and sometimes works with clients. The role will interact directly with both clients and our engineering team, responsible for stewarding clients through initial implementation and platform adoption, providing outstanding ongoing support, and protecting and growing client relationships with renewals and expansions.

Position Summary

• Partner with sales, account management, and client relationship management teams to train employees on product updates
• Works with team to execute delivery and implementation plans Tests and troubleshoots final system setups
• Scheduling and facilitating client meetings for site configuration and delivery
• Analyzing client business rules and aligning them with baseline configuration options
• Managing and tracking progress on client deliverables
• Reviewing client sites and usage metrics to proactively identify issues
• Working with client staff to encourage platform adoption and usage
• Reviewing and responding to support tickets and other client correspondence
• Working with technical resources to address client issues and verify solutions
• Ensuring timely renewal of client subscriptions
• Identifying opportunities to expand client subscriptions to meet additional data needs
• Surfacing client feedback and needs to product management
• Educating clients on product usage and best practices
• Documenting new product features and common support scenarios

We would love to chat if you have...

Experience

• Preferably 3-5 years of client-facing business analyst and/or technical project management experience
• Possess an ingrained commitment to providing excellent client service
• Love to work with all different kinds of people
• Attentive to detail
• Enjoy the pace and variety of managing multiple priorities
• Are a skilled written and oral communicators
• Like to understand how things work and aren’t shy about asking questions
• Are interested in technology and data
• Prefer a fun, collaborative work environment
• Work well both in a team and independently while tackling complex problems
• Work well both in a team and independently while tackling complex problems

Computer Technical

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
  Demonstrate ability to learn and understand basic office software applications

Other Skills

• Excellent verbal and written communication, organization and follow up skills
• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
• Proven ability to handle multiple tasks with minimal supervision
• Ability to work effectively within a fast-paced, deadline-driven environment

About Us  
Community Brands – leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

At Community Brands, a great company awaits you... 

• Market-Competitive Compensation 
• Generous Allowances & Benefits 
• Quarterly Performance Bonus 
• Flexible Planned Paid Time Off 
• Annual Leave Credit Conversion 

• Medical Insurance 
• Dependents' HMO Coverage 
• Dental Coverage 
• Comprehensive Life Insurance 
• Casual Environment 

• Purpose-Driven Culture 
• Work-Life Balance 
• Passionate About Community Involvement 
• Equal Opportunity Employer 

All persons hired will be required to: 

• verify their identity, 
• verify they are eligible to work, without sponsorship, in the country they are to be employed in, and 
• complete any required employment eligibility verification form upon hire. 

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