Client Success Manager

Overview

• Maintaining and building outstanding lines of communication with clients as well as internal teams including customer support and quality assurance.
• Facilitate communication between technical teams and business stakeholders to ensure alignment and understanding of requirements
• Translate business requirements or issues into clear and concise technical specifications for software development. As a Systems Specialist, the main analysis is in relation to the technical and functional aspects of the system, including areas such as integration with external systems/devices/applications, SQL Queries and API services.
• Supporting third parties during integration activities with Horizon
• Overseeing both new clients and continued development of existing clients; leading the technical and functional, client activities in a prioritized and pro-active manner.
• Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently.
• Contributing to overall em>accesso /em>growth and profitability by working with clients to subscribe to additional service opportunities, general higher utilization of existing services and support continued renewal contracts.
• Conducting demos for clients to understand the new system features and implementations which they can subscribe to.
• Advising clients on industry best practice and best use of the software.
• Provide training to end-users and support teams on system, applications and functionalities.
• Managing client support notifications, requests, and Service Desk tickets.
• Performing testing on new software releases and troubleshooting/supporting software development team in case issues are found. Keeping clients informed of significant issues that might affect them.
• Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Create comprehensive documentation including system manuals, user guides, and technical specifications.
• Supporting accesso sales team in the preparation and demo of the Horizon solution.