Global Client Success - Business Analyst
Equus Software, United States
Job Description
About Us:
Our company is the global leader in cloud-based mobility solutions, dedicated to delivering innovative solutions and unparalleled service to clients worldwide. We are committed to driving success through exceptional software, client experiences and strategic partnerships. Our team collaborates with clients in the public and private sectors, leveraging technology solutions, and digital transformation to address their most challenging issues.
Position Overview:
In the heart of our Global Client Success (GCS) team, the role of the Global Client Success Business Analyst is pivotal. Charged with nurturing an environment of innovation and problem-solving, this role is key to amplifying client satisfaction and loyalty across the globe. Reporting to the Global Client Success Manager, you will play an instrumental part in ensuring our clients’ smooth transition during onboarding, ongoing satisfaction, and engagement, as well as driving growth through strategic utilization of our products and services. From technical configurations and troubleshooting to system upgrade testing and keeping pace with the latest application trends, your work will be central to upholding the exceptional service standards our global clients depend on.
Key Responsibilities:
- Innovative Problem-Solving: Address technical challenges with inventive solutions, collaborating with team members for added support when necessary.
- Technical Expertise: Oversee configurations, troubleshooting, and issue replication to ensure uninterrupted operations for our clients.
- Proactive System Management: Participate in system upgrades and testing to ensure compatibility and smooth functionality for all users.
- Knowledge Leadership: Remain informed about the latest application updates and industry standards to advise on and implement effective strategies.
- Effective Communication: Skilfully manage client technical information, contribute to webinars, and maintain clear, impactful communication across all levels.
- Quality Assurance: Convert technical documents into test plans and cases for comprehensive QA testing and reporting.
- Relationship Building: Develop robust relationships with clients and internal teams, fostering a supportive and collaborative environment.
- Continuous Learning: Delve into the specifics of the global mobility and software industries to improve daily contributions and insights.
- Client Support: When required, engage in quarterly live chat rotations to deliver exceptional online assistance to our clients.
Core Competencies:
- Task Prioritization: Efficiently organize daily tasks to ensure timely completion.
- Technical Proficiency: Conduct detailed requirement analysis, system configuration, testing, and resolve issues to uphold operational standards.
- Analytical Thinking: Offer innovative solutions to complex problems through strong analytical and conceptual skills.
- Communication Excellence: Demonstrate exceptional verbal and written communication abilities, ensuring clarity and effective interaction at all organizational levels.
- Client Understanding: Quickly comprehend client needs and technical requirements to provide customized support.
- Time Management: Excel at managing multiple tasks and deadlines with superior organizational skills.
- Detail Orientation: Display meticulous attention to detail and analytical acumen for thorough problem-solving.
- Collaborative Spirit: Embody a positive attitude and teamwork ethos to achieve collective objectives and nurture a supportive environment.
Qualifications and Education Requirements:
· Bachelor’s degree in computer science or a related field from an accredited institution.
· Preferred experience in software development and/or web technology.
· Basic to working knowledge of SQL writing and SQL Server Management Studio.
· Proficiency with multiple software and system-based applications, including Microsoft Office.
· Familiarity with Atlassian products (Confluence, Jira), Slack, Kantata, 15five, and KnowBe4 training tool is advantageous.
This role offers a unique opportunity to drive success for our clients and contribute to our company's growth and success in the global mobility industry. If you are a strategic thinking deliverer with a passion for client success and leadership, we invite you to apply for this exciting role.
WHY YOU WANT TO WORK HERE
- Flexible Health Benefits, Holiday, PTO (25 days), Sick, Retirement Matching 401(k), Maternity/Paternity, Volunteer Day, Referral Program
- Permanent Role You will not start over when moving projects. We only hire passionate