Client Success Coordinator

 

If you have aspirations to be a B2B software solutions expert and the ambition to contribute to one of Milwaukee’s fastest growing enterprise software companies, we want to hear from you.

 

As a Client Success Coordinator, you’ll be part of the Customer Success and CARE team that consults and advises clients on technical topics in their use of Service Pro, MSI’s automated field service management solution built on the latest cloud and mobile technologies.

 

We’re looking for someone who:

  • Wants to work in a fast-paced, entrepreneurial environment and contribute to our rapid growth.
  • Enjoys being challenged by a variety of changing mobile and cloud products.
  • Has extraordinary career ambition and desire to help customers succeed.
  • Is a team collaborator, but can also work independently to achieve goals.
  • Is passionate about technology, tools, and innovation.

 

Your role on the team:

  • Assist customers with Tier 1 technical requests and route higher level technical issues through appropriate channels
  • Build strong customer relationships, especially with key customer stakeholders and sponsors
  • Always strive to provide exceptional customer experience
  • Manage customer expectations and lead them to customer satisfaction
  • Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements
  • Keep track of key account metrics
  • Communicate the progress to both internal and external stakeholders
  • Take initiatives in identifying growth opportunities and working with leveraged sales teams
  • Collaborate with the team to achieve sustainable growth
  • Become a Subject Matter Expert (SME) in all of MSI’s current products
  • Proactive in client communication, updates and escalations
  • Provides succinct ongoing status updates and escalations, as appropriate, to meet on-time and on-budget goals.
  • Assist with planning, testing and executing client software upgrades
  • Liaison to clients to ensure they are getting the most value out of Service Pro software to increase client engagement
  • Consult with clients on new solutions, enhancements and processes to be deployed
  • Write process specifications and manage to completion with leveraged team members
  • Manage change requests, business use case development, specification management, quoting and delivery
  • Accurately defines, communicates and demonstrates customer business and application requirements.
  • Achieves high levels of customer satisfaction.
  • Improve MSI processes through collaboration and contributions to the team
  • Assist in contributing value added content to MSI’s Knowledgebase

 

Professional qualities and background:

  • Bachelor’s or Master’s Degree in MIS, Business or a related field.
  • 2+ years of experience or internship in B2B software implementation, technology project management, or solution creation.
  • Ability to work successfully on a team comprised of multiple customer and internal team resources.
  • Organized, high attention to detail, and must be able to shift tasks as needed due to client demands and changing priorities.
  • Demonstrated experience utilizing software methods, standards, and tools.
  • Excellent written/verbal communication, analytical and organizational skills.
  • Strong time-management skills and abilities to communicate deadlines and dependencies.
  • Willingness to innovate and continuously improve; enjoys assisting other team members.
  • Proactive self-starter with a record of producing results with minimal direction.
  • Exceptional at talking with customers on at a business level and building relationships

 

Nice to haves:

  • Customer Care, Training, Demo or Implementation experience
  • Cloud and mobile technology configuration experience; i.e. Salesforce.com, NetSuite, etc.
  • Working knowledge of SQL, RDP, and IIS applied to research and troubleshooting
  • Experience with software tools such as Slack, Jira, Google Apps, and Zoom
  • Sales engineering or client demo experience

 

Experience and career growth you will gain:

  • Opportunities for career advancement as MSI continues to expand.
  • Working at a high-growth, fast-paced, global enterprise software company.
  • Collaborating with a smart, diverse team of high-energy self-starters.
  • Gaining expertise with the latest software management, monitoring and team collaboration tools.
  • Managing a diverse, global client and partner base.

 

MSI Data is a leading provider of field workforce automation software.

We offer competitive compensation, an excellent benefit program including medical, dental, vision, and prescription insurance coverage, life insurance, 401(k) plan and a great working environment. MSI Data, LLC is an equal opportunity employer.

If you’re interested in a position with us, please email your resume and salary history/requirements to careers@msidata.com.