Company:
Press Ganey
Location: Chicago
Closing Date: 25/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
The Lead Client Support Analyst, within the Client Success organization for Press Ganey’s Consumer Experience business unit plays a crucial role in ensuring client success and adoption of products. This client-facing role is hyper-focused on client service and experience excellence, specifically client satisfaction and client adoption of products and will partner closely with Client Success Managers; and own the maintenance of accounts after onboarding.
This role will become an SME on Consumer Experience products and client set ups; they own a specific set of key accounts, focusing on supporting, sustaining, and maintaining the client’s application and platform setup. The role will include addressing client inbound tickets, issues and questions and will work proactively to ensure best practices are applied to promote adoption and engagement. This role is responsible for the development and management of best practices in technical support methodologies, metrics, and related support tools. This “hands-on” role is an excellent opportunity to make major contributions to our dynamically growing organization and to leverage your experience to create high value solutions for our clients.
Duties and Responsibilities
Develop and foster relationships with k y account client contacts; foster effective communication and trust from clients.
Help clients meet and achieve their goals and outcomes with the CX Products and support them in overcoming their technical challenges.
Master and become the Subject Matter Experts (SMEs) on assigned client configuration and CX platform & product capabilities.
Troubleshoot and address customers’ support and technical requests and take care of any technical issues; effectively managing and processing cases and tickets within our Case Management Solution
Advocate for clients internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.
Proactively monitor and address/analyze trends of client inquiries and question; partner/collaborate internally with key stakeholders to achieve sustainable growth and prevent reoccurring tickets.
Update internal documentation of client configurations and client details as necessary in CRM (Customer Relationship Management) system.
Navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and systems.
Comfortable in dealing with IT systems that support end-to-end business processes across the customers' value chain.
Handle escalations appropriately, looping in the right stakeholders are the right time.
Maintain metrics, including but not limited to TTFA (Time to first action), Resolution Time, and Average handle time, and client satisfaction score.
Maintain and update client questions, cases, and inquiries in a timely manner to ensure effective communication and feedback loop.
The Lead Client Support Analyst, within the Client Success organization for Press Ganey’s Consumer Experience business unit plays a crucial role in ensuring client success and adoption of products. This client-facing role is hyper-focused on client service and experience excellence, specifically client satisfaction and client adoption of products and will partner closely with Client Success Managers; and own the maintenance of accounts after onboarding.
This role will become an SME on Consumer Experience products and client set ups; they own a specific set of key accounts, focusing on supporting, sustaining, and maintaining the client’s application and platform setup. The role will include addressing client inbound tickets, issues and questions and will work proactively to ensure best practices are applied to promote adoption and engagement. This role is responsible for the development and management of best practices in technical support methodologies, metrics, and related support tools. This “hands-on” role is an excellent opportunity to make major contributions to our dynamically growing organization and to leverage your experience to create high value solutions for our clients.
Duties and Responsibilities
Develop and foster relationships with k y account client contacts; foster effective communication and trust from clients.
Help clients meet and achieve their goals and outcomes with the CX Products and support them in overcoming their technical challenges.
Master and become the Subject Matter Experts (SMEs) on assigned client configuration and CX platform & product capabilities.
Troubleshoot and address customers’ support and technical requests and take care of any technical issues; effectively managing and processing cases and tickets within our Case Management Solution
Advocate for clients internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.
Proactively monitor and address/analyze trends of client inquiries and question; partner/collaborate internally with key stakeholders to achieve sustainable growth and prevent reoccurring tickets.
Update internal documentation of client configurations and client details as necessary in CRM (Customer Relationship Management) system.
Navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and systems.
Comfortable in dealing with IT systems that support end-to-end business processes across the customers' value chain.
Handle escalations appropriately, looping in the right stakeholders are the right time.
Maintain metrics, including but not limited to TTFA (Time to first action), Resolution Time, and Average handle time, and client satisfaction score.
Maintain and update client questions, cases, and inquiries in a timely manner to ensure effective communication and feedback loop.
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