Client Services Associate

For over 11 years, SRC 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 SRC 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 SRC'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 SRC 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 SRC'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 SRC'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 SRC's solutions and products
*    On occasion, create pre-sales demonstrations of software solution capabilities

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 professional level technical or user support role (other than IT help desk)
*    Excellent Computer skills (Word, Excel, PowerPoint, Outlook, Access) with understanding of data analysis, spatial concepts or business geographics highly preferred (top candidates will be tested for both technical and analytical capabilities)
*    Comfort and ability with travel up to 20-25%

To apply for immediate consideration, please reply to this posting and submit your information and resume through our Emplicity career management site.  No phone calls or walk-ins please.

To learn more about our organization and our unique line of product and software offerings, please visit our website at www.extendthereach.com