RainFocus

About RainFocus

About the Role: The Client Care Analyst works with clients, internal project teams, and our product organization to ensure that we deploy the best solutions possible to our clients. A successful Client Care Analyst is on the ball, thorough in understanding the scope of the request, and maintains great metrics around time to first response, quality of completion, and other vital metrics through RainFocus’ ticketing solution. Client Care Analysts are an integral member of many teams, and play a critical role in capturing product needs. They provide context and prioritization from client care metrics to product teams. Essential Responsibilities: Inbound tickets Review incoming support requests and evaluate risk, impact, and severity Review configurations and design decisions made by implementation and product teams to ensure solution quality Documentation Work with Product Managers and the Client Services team to update and create new documentation. Product Synthesize client feedback and product needs across clients Work with Product Management to prioritize key client feature needs Methodology Identify and maintain checklists, templates, and other resources for configuration, standard techniques, and best practices of the RainFocus platform Required Skills/Experience: 1+ years in customer support/ Customer service role Strong written and verbal communication skills Excellent interpersonal, organizational, and analytical skills Self-motivated and autonomous. Takes ownership of their work. Strong technology acumen and a love of researching new solutions to enhance the event experience and improve event operations Experience working in a consulting environment or client-facing role Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges Detail oriented with proven ability to document systems and processes Personal Characteristics: The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include: Ability to take initiative to complete workload while also improving internal and external experiences Ability to translate ambiguous ideas into concrete deliverables Able to prioritize competing deadlines Determined to succeed, quickly adapts to change Team-player Self-starter Strong communicator Success Measures Adhere to Client Care SLAs Client satisfaction Response times Quality of responses Office environment. Total travel could be up to 30%. The nature of the travel is being onsite at events, which may include weekends, as well as post-mortem and client driven meetings.

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Company Info

Company Type: Private

Company Size: 51 - 250

Revenue: 25 - 50 million (USD)

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Job Ads found: 64

Job Ads per Month: 2.6

Hiring Locations: 4

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