About the position
mdf commerce Inc. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers. This position will join our team supporting the EcoInteractive business line, which falls under the GovTech division of SOVRA brand products serving government customers. EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000+ users and $3B+ tracked within our software, government agents use our SaaS cloud-based solutions to complete mission-critical workflows. We have a track record of 100% customer retention over the last several years, and our company is growing quickly with strong demand for our cloud-hosted solutions. We are a nimble and entrepreneurial team of multi-talented individuals, who care deeply about our commitments to customers and to each other. We value collaboration, humility, accountability, efficiency, and a relentless drive for excellence.
Responsibilities
- Provide routine customer support to help with any issues your clients may encounter on a day-to-day basis.
- Problem solves any issues that may arise to help identify if a solution is already available or if additional development work is needed.
- Meet with clients at a scheduled cadence (anywhere from weekly to bi-annually based on needs) to help ensure that they are successful on the platform and to help identify and close any product gaps that may exist.
- Become a product and domain expert - from workflow and feature functionalities to main customer use cases.
- Work with the implementation team to help ensure a smooth transition into CS and to provide the best service possible to the client.
- Lead the onboarding for new clients and work to guarantee complete adoption of the platform by the client.
- Identify any up-sell or cross-sell opportunities that may exist with the client.
- Establish timelines for new features needed for the client and work with the product team to help ensure these timelines are met.
- Interface with the internal technical team to scope requests, implement new feature requests, and set up integrations.
- Regularly evaluate and refine the processes you are involved in.
Requirements
- At least 5 years of general customer service experience OR 2 years of customer success experience where you managed a specific list of clients.
- Being customer centric - enjoy solving real-world problems, advising clients, and going the extra mile to deliver great outcomes.
- Great time-management and organization skills with attention to detail, ability to meet deadlines, and initiate appropriate follow-ups.
- Experience onboarding multiple clients at the same time.
- Effective collaborator with cross-functional teams - especially product, implementation, and engineering.
- Hunger to learn, grow and perform - we are a small team, which means plenty of opportunities for you to own new responsibilities.
- Advanced in Word, PowerPoint, and Excel.
- Bachelor's degree or equivalent practical experience.
Benefits
- A flexible work schedule (40 hours/week).
- Work from home.
- Work equipment provided while working from home.
- Competitive benefits, 401K, and compensation programs.
- Flexible paid vacation, personal, and sick days off.
- Closed office during the holidays.
- Paid vacations between Christmas and New Year's Day.
