At PERQ, our Implementation team is passionate about ensuring our clients get value out of our technology products. As the Client Implementation Specialist, you will be highly motivated to ensure all escalated client needs are met through communication, troubleshooting, and educating through inbound service requests. You will be responsible for working cross functionally between Client Success, Implementation, and Product while regularly communicating and understanding clients and vendors wants and needs to ensure PERQ is delivering high quality consumer experiences. This individual will help resolve implementation issues that arise, identifying and communicating opportunities to fix and rebuild, and then scale and repeat that process. This individual will need to be adaptable to frequent changes, product roll outs, and knowledgeable about how to prioritize varying tasks.
Engage in conversations on how to continuously improve PERQ's Client Success process and client value delivery.
Translate client requests into clear action steps needed to deliver effective tools.
Juggle multiple client requests and always exceed expectations internally and with clients on deliverables.
Identify ways clients can get more value out of the solution.
Advocate customer needs/issues cross-departmentally and ensuring we are resolving client issues in a timely manner.
Ability to prioritize multiple requests from both internal team members and external clients.
'Jump in' to meet the demands of clients while we build out repeatable processes and dedicated resources.
Identify, resolve, and communicate customer and product satisfaction issues internally for resolution.
Log all support incidents so that recurring problems are reported to and tracked by product development teams.
Knowledge, Skills & Abilities
You are a fabulous multi-tasker and excel at organization.
You have impeccable attention to detail and take pride in high quality deliverables.
You're passionate about seeing clients get value out of a best in class product.
You have impeccable relational skills and can create win/win environments for all parties that you work with
You enjoy finding ways to utilize products to create value add solutions for clients.
You have a consultative approach and a collaborative nature
You are a conceptual thinker, passionate about problem solving, and are excited about taking vague client objectives and creating innovative and unique solutions.
You are adaptable to change but enjoy completing tasks that are built into a standard process and cadence.
Strong communication necessary with a customer service approach
Motivated, positive attitude and relentless pursuit of innovation and achievement
Strong problem-solving skills and ability to adapt quickly in a fast-paced environment.
High attention to detail to ensure all client deliveries exceed client expectations
Bachelor's degree preferred
Comfortable working in the Microsoft Office suite.
Additional knowledge in Google Analytics is additionally helpful.
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
February 21, 2019