Customer Technology Specialist

BI Worldwide•Edina, MN

About The Position

The Customer Technology Specialist (CTS) supports clients through operational excellence, data stewardship, and technology-driven problem solving. This role is suited to a proactive, analytical person who is motivated to understand how systems work and improve them over time. The position operates in a fast-paced environment with shifting priorities and provides support and insights to internal teams and external clients. The CTS manages customer and program support, data quality and processing, operational documentation, and concurrent projects and initiatives. The role also collaborates with Customer Technology Manager and Client Services teams and may train or mentor team members, peers, and customers on tools, processes, or program components.

Requirements

Beginner to intermediate SQL skills.
Intermediate Excel expertise.
Experience with content management systems and HTML-based tools, such as Strongmail.
Experience with query tools and an understanding of relational databases.
Experience working with Jira and Confluence for ticket management and documentation.
Familiarity with Smartsheet and Teams environments.
Excellent verbal and written communication abilities.
Ability to work professionally with diverse internal and client stakeholders.
Strong analytical, critical-thinking, and problem-solving abilities.
High level of attention to detail.
Excellent organization and time-management skills.

Nice To Haves

Oracle SQL is preferred.
A BA/BS degree or 2-year technical degree is preferred; equivalent work experience is also accepted.

Responsibilities

Fulfill customer expectations and build and strengthen client relationships.
Serve as a subject matter expert for assigned customer data, internal methodologies, and program processes.
Communicate program status, issues, milestones, and changes to internal stakeholders through multiple communication tools.
Manage day-to-day communications with client teams and customers, including meetings and email correspondence.
Manage customer program data files, including file transfers, data processing, and documentation.
Perform ongoing quality control across program data, reporting, and websites.
Verify data, files, and website components throughout the program lifecycle.
Use SQL and Excel for ad hoc reporting, troubleshooting, and addressing client questions related to data or processing issues.
Implement, document, and maintain standard operating procedures for ongoing programs and processes.
Recommend improvements to business processes and operational efficiency.
Maintain and update program documentation in Confluence.
Ensure interactions, appeals, and exceptions are resolved in accordance with program expectations, escalating when necessary.
Manage multiple initiatives simultaneously while adhering to project timelines.
Assist with program setup and launch deliverables as directed by the Customer Technology Manager and/or Client Services.
Support ad hoc requests from the Customer Technology Manager, Client Services, and internal partners.
Train or mentor team members, peers, and customers on tools, processes, or program components.
Partner closely with Customer Technology Manager and Client Services teams.