Customer Success Specialist (Prime Team)

eBacon•Phoenix, AZ

1d•Hybrid

About The Position

eBacon is seeking a technical support specialist for its Prime General Contractor’s client base. This role focuses on supporting complex, high-touch accounts that require a deep understanding of prevailing wage compliance and payroll software. The specialist will act as the primary point of contact, guiding new accounts, resolving complex compliance questions, and ensuring client satisfaction and retention. The role requires managing a full client portfolio, staying organized, and maintaining focus on outcomes. The specialist will be responsible for requirements gathering, solution configuration, training, high-level support, account analysis, contract deliverables, and managing assigned projects using traditional and Agile approaches. Maintaining current functional knowledge of the software platform and testing issue resolutions are also key aspects of the position.

Requirements

2 years relevant technical support experience with web based software applications.
2 years of Davis-Bacon or other Prevailing Wage compliance experience- highly prioritized.
Excellent verbal and written communication skills for explaining complex technical concepts.
Strong time management abilities for balancing multiple client priorities.
Experience creating concise technical documentation that enhances user success.
Advanced Excel Skills (VLOOKUP, XLOOKUP, Pivot Tables)

Nice To Haves

SQL would be amazing, but we can teach you!

Responsibilities

Facilitate requirements gathering and solution configuration to meet customer business needs, lead trainings for account administrators and users, and provide high-level support for account administrators.
Provide ongoing training, and guidance to help users navigate complex compliance regulations and utilize the software effectively.
Ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
Be the primary point of contact for customer administrators and build trusted-advisor relationships with all key stakeholders.
Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
Maintain current functional knowledge of the software platform. As issues are identified, create, monitor status, and test cases.