Client Success Specialist

This is an opportunity to work with an education focused managed service provider with a proven track record. You will be working with an experienced team of technologists and product developers who know the market well and have previously succeeded in this space. Product users will include students, faculty, and staff from around the world. We need you to support all aspects of client onboarding and help figure out the best way to solve customer problems. Our goal is to grow rapidly and build a large and sustainable business that enhances the learning experience for students and universities around the world. We've done it before and we plan to do it again. Along that journey, there should be a lot of opportunities for you to grow and challenge yourself. Compensation is competitive.

Requirements

• Develop, maintain, and execute a client onboarding strategy.
• Develop reporting for support ticketing, system usage, and product costs as needed.
• Lead requirements elicitation, prioritization, and documentation from stakeholders.
• Validate with stakeholders to ensure that requirements are written clearly and with enough detail to be both implementable by engineering and testable during quality assurance.
• Serve as a technical liaison to communicate requirements to the development team and facilitate detailed requirement gathering with stakeholders during the development lifecycle.
• Facilitate requirement traceability, categorization and management.
  
• Work as a liaison among product owners in order to understand the structure, policies, data, and operations of the organization.
• Responsible for maintaining a deep awareness of how the business operation works and helping the stakeholders identify problems early to generate creative solutions and ideas.
• Provide technical support to clients and end-users adhering to documented SLAs.
• Perform other job-related duties as assigned.

Qualifications

• Bachelors in a relevant field of work or equivalent work experience.
• 2-4 years of product onboarding, technical support, and solution management.
• Clear and concise written and verbal communications are required.
• Must have a successful track record of meeting deadlines in an environment where competing priorities are the norm.
• Demonstrated experience with one or more of the following; process design, problem-solving, creative thinking, organizational skills, and efficient time management.

Additional Information
Individuals seeking employment at Propeller are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.**

Your application will be kept confidential according to EEO guidelines.