Customer Success Specialist, Encore

About the position

The Customer Implementation Specialist is focused on helping our software clients succeed by ensuring they get the most value from our ACA Encore technology solutions. Serving as the main point of contact for clients, this position will provide onboarding, support, and proactive engagement to enhance customer satisfaction and retention and collaborate with internal teams and work directly with professionals in the financial services industry. Note: This role will be based on the West Coast, preferably in the Medford, Oregon office with two days a week (hybrid) in the office and three days remote. Will also consider other West Coast locations such as Los Angeles, and San Francisco.

Responsibilities

• Onboarding and training new software clients, including account setup
• Working cross-functionally with internal teams to deliver a seamless client experience
• Answering client inquiries and resolving customer service issues or escalating to technical support when needed
• Reporting technical issues to the development team and ensuring timely follow-up
• Gathering and relaying client feedback to improve product development and user experience
• Conducting regular outreach to help clients fully leverage our software features
• Supporting internal initiatives and contributing to special projects as needed

Requirements

• Bachelor’s degree in business, Finance or Accounting preferred
• 3 years of experience in a corporate, financial services, or compliance-related role
• Minimum of 1 year of experience in professional services, account management, or customer success
• Demonstrated experience using technology to drive customer success outcomes

Nice-to-haves

• Excellent relationship management skills and the ability to introduce clients to new features and solutions
• Flexibility and adaptability to changing client needs and new company initiatives
• Strong multitasking and time management skills, with the ability to work independently in a fast-paced, small-team environment
• A proactive attitude with a strong sense of personal ownership and motivation
• Outstanding communication and problem-solving skills with high attention to detail
• A commitment to upholding ACA’s high standards for quality and client service
• Proficiency in Microsoft Office, and internet-based tools

Benefits

• Competitive compensation package
• Medical and dental coverage
• 401(k) plans
• Wide range of paid time off options
• Flexible work environment
• Time off for designated ACA Paid Holidays
• Summer Fridays
• Personal/Family Care leave
• Student Debt Forgiveness
• Pet Insurance