Customer Success Implementation Specialist
About The Position
The Customer Success Implementation Specialist (CSIS) is responsible for understanding and implementing customers' business requirements in EHS Insight, both during onboarding and as ongoing support. This includes letting the customer know what can be done, what is recommended, and what cannot be done. The CSIS will have a complete understanding of EHS Insight and will offer customers options that meet their needs, configuring the software with custom fields, formulas, and reports. The CSIS will learn the proprietary EHS Insight configuration language, a combination of JavaScript, XML, and SQL, and will understand APIs and how to call them using Postman. The right candidate has a strong curiosity to learn, a technical leaning, and a drive to provide customers with the best possible solutions. The candidate should have strong communication skills and be self motivated to learn and demonstrate their learning, with excellent personal processes that support ongoing learning and problem solving. This role requires the ability to prioritize tasks independently, plan and schedule work across multiple customers, and deliver to meet customer needs. Work is performed under general supervision.
Requirements
- Knowledge and experience with SQL Server queries, XML, JSON, and JavaScript
- Understanding of APIs and how to call them using Postman
- Knowledge and experience with advanced Excel (functions, macros, pivot tables, etc.)
- Ability to be flexible and work analytically in a problem solving environment
- Excellent written and oral communication and interpersonal skills
- Strong organizational, multi tasking, and time management skills
- Ability to work successfully across different departments and teams
- Excellent analytical and problem solving skills
- Ability to work efficiently under deadlines
- Resourcefulness in resolving issues
- A working understanding of web technology and browser based applications (APIs, SaaS, web platforms, etc.)
- Experience supporting SaaS based software systems and working with customers to determine technical issues
Nice To Haves
- Environmental, Health, and Safety experience is a big plus
- C# or Visual Basic experience
- Experience writing code to call APIs and manipulate data
- Business Analyst experience a plus
Responsibilities
- Become a product expert and work toward improving our platform
- Gather customer business requirements, determine the best solution, and implement it in EHS Insight
- Act as the technical point of contact for the client's project team and configure EHS Insight to their needs
- Diagnose, debug, and document issues in the platform
- Provide timely responses to high priority tickets and incidents
- Work under limited supervision with considerable latitude for personal initiative
- Respond to customer inquiries through our ticketing solution, FreshDesk
- Assist clients in understanding the API and setting up roles, modules, reports, and more
- Conduct demos and meetings regarding integration planning and configuration
Benefits
- Flexible PTO
- Six weeks of paid parental leave for exempt, full-time employees
- Medical, dental and vision coverage – including an employee-only option with premiums fully paid by the company
- Teladoc virtual healthcare services
- Employer-paid short-term and long-term disability coverage
- Employer-paid life insurance
- 401(k) with employer match
- Access to legal services and additional voluntary benefits
- Fully remote work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
