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Client Services Associate
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For over 12 years, ALTERYX has been a leading provider of geospatial business intelligence solutions. Through our best-in-class tools and technologies, we provide our clients with the information, analysis, and insight they need to identify and reach the right group of customers, well before their competition does.
As ALTERYX expands and develops new service offerings, we are looking to add a talented Client Services Associate to our team. This consultative and customer-centric position will play a key role in ferreting out potential hindrances or operational obstacles that could bar our clients from experiencing the maximum power and utility of ALTERYX’s technologies. With a clear focus on ensuring that any and all obstacles are removed from the equation, the Client Services Associate will be the primary resource in ensuring all ALTERYX clientele a successful and engaging user experience.
Overview
The Client Services Associate is an expert level, service-oriented professional who will focus on ensuring a successful customer experience through efficient problem resolution, education and continuous communication on ALTERYX’s Web and desktop products. This will entail providing user support, general problem analysis and resolution, training, and technical assistance for our customers.
Responsibilities include, but are not limited to:
· Provide timely and complete resolution of user problems/issues with customer satisfaction being the goal
· Track and investigate customer calls through a computerized system (currently HEAT)
· Provide consultative support to users
· Demonstrate ALTERYX’s technologies to new users
· Collaborate with management to define appropriate customer oriented metrics, track progress, and report results
· Provide onsite and offsite product training
· Develop customer training and support plans
· Compose product usage documentation
· Perform product & site testing
· Responsible for development and maintenance of a knowledge database and frequently asked questions (FAQ).
· Remain up-to-date on ALTERYX’s solutions and products
· On occasion, create pre-sales demonstrations
Skills and Qualifications of our Ideal Candidate
· Must be a complete customer service-oriented professional with excellent written and verbal communication skills.
· Comfort and proficiency with interpersonal and group communication and professional level product demonstrations.
· Incredible analytical reasoning ability and active listening skills to uncover root cause of client problems and present effective solutions for complete customer satisfaction.
· Ability to function in a rapidly changing environment and prioritize multiple tasks without sacrificing quality of service.
· Proven ability to correctly analyze the “big-picture” problem, while appropriately diagnosing the distinct possibilities of customer use, technical error or training component needs.
· Ability to distinguish the subtlety and complexity of apparent customer issues and discern the proper remedy or escalation path.
· Knowledge in any of the following areas highly preferred: Business Intelligence solutions, Business Geographics, Geographic Information Systems, and Data Quality/Data Transformation solutions.
· Bachelor’s degree in business, technical degree, or equivalent training in business or sales management, plus a minimum of five years of experience in technical support
· Excellent Computer skills and common business applications (Word, Excel, PowerPoint, Access).
· Comfort and ability with travel up to 20-25%
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