Customer Success System Specialist

Reports To: Director of Technology and Corporate Communication

Hours: 6:30am – 2:30pm; some flexibility required based on client and team needs

The System Specialist is a technical contributor on the Customer Success team and the go-to expert for how Brand Comply actually works — not just what it's supposed to do. This role sits at the intersection of implementation, investigation, configuration and client education. You configure new client sites, train the people who'll use them, and when something breaks or looks wrong, you're the one who traces it back to the actual cause — in the data, in the code, or in how a client's configuration was set up.

You work closely with Project Management, Account Management, Development, and alongside the rest of the System Specialist team to keep implementations smooth and the platform's institutional knowledge current.

• Configure, test, and launch new client sites within project timelines, translating client requirements from Project Management and Account Management into working Brand Comply configurations
• Test new features and module updates alongside Development ahead of rollout

• Lead training sessions for new clients, their licensees, and related agencies or brands, tailored to each client's specific setup
• Onboard the CS team on new client sites so ongoing support has continuity from day one

• Own investigations for platform issues that require going past the surface-level complaint — into the data, the configuration, or the client rules
• Write and validate read-only SQL queries against replica databases to diagnose data integrity issues and scope what's actually wrong before proposing a fix
• Distinguish user error from platform bug from client-specific misconfiguration — never assuming which one it is before checking
• Build Excel-based deliverables (multi-tab, formula-driven) for client data audits and reconciliations when the situation calls for it
• File structured Jira bug reports with DB-validated reproduction steps, affected record IDs, proposed fixes, and business impact
• Stay current on platform changes and how they affect existing client configurations
• Contribute to the internal knowledge base — schema, feature mechanics, and investigation patterns — so the whole team gets sharper, not just you

• Strong analytical instincts — you investigate and confirm rather than guess or generalize
• Working SQL proficiency: joins, aggregations, and enough comfort in the data to validate a hypothesis before acting on it
• Understanding of multi-tenant SaaS systems and the discipline to always scope by client
• Excellent written and verbal communication — able to explain the same finding differently to a client and to an engineer, without losing accuracy in either direction
• High attention to detail and a methodical approach to configuration, testing, and troubleshooting
• Comfortable holding multiple client work streams at once, with varying complexity and urgency
• Prior technical support experience — 5+ years
• Experience with helpdesk software, brand compliance, or licensing
• Familiarity with royalty/licensing concepts — contracts, advances, recoupment, guarantees, minimum sales thresholds, approval routing

• Experience with Jira, Git history, Fresh Desk or similar investigative tooling
• Experience with Brand Comply specifically

Occasional weeklong EMEA travel for events, client launches or meetings. (approximately 4-6/yr)

The System Specialist is a force multiplier for the whole CS team. When implementations go right and findings are trustworthy, clients get faster, more accurate answers — and the rest of the team can support them with confidence instead of guesswork.