Customer Relations & Success Specialist

Mains'l Solutions is seeking a Customer Relations & Success Specialist to join our team to serve as a trusted partner to our agency clients, guiding them through a seamless onboarding and implementation experience. This role combines customer relationship management, problem-solving, and technical coordination to understand client business needs and deliver effective system solutions. From initial implementation through go-live and ongoing support, the Implementation Specialist is committed to ensuring a positive customer experience, successful adoption, and long-term client satisfaction.

What you'll do (Job Duties)

• Partner with agency clients to understand business needs, recommend system solutions, and provide exceptional support throughout the implementation and post-go-live activities.
• Analyze, troubleshoot, and document software issues and enhancement requests, coordinating with IT teams to ensure timely resolution and clear communication of updates and priorities.
• Configure, test, and validate SaaS and FMS software enhancements, bug fixes, and deployments to ensure system functionality and alignment with customer requirements.
• Facilitate client and internal meetings, provide project updates and meeting documentation, and create clear acceptance criteria and task requirements for development teams.
• Serve as a subject matter expert on agency and state-specific business rules while maintaining current knowledge of product updates, enhancements, and implementation best practices.

What you Need:

• Bachelor's degree, preferred
• 3-5+ years of experience in customer service, specifically in implementing technical systems and training end-users during and after implementation
• Detail oriented
• Skilled at and dedicated to developing others
• Excellent verbal and written communication skills
• Experience using database technology
• Experience in various software

Work Structure: Hybrid work model

Wage: $65,000-$91,000/year

Why Mains'l?
Mains'l is a company that stands by its commitments, and this is reflected in the numerous awards we've earned based on feedback from our team. The Mains'l crew has voted the company a Top Workplace in Minnesota for several years and a Top USA Workplace for the past four years in a row.
Mains'l is committed to providing Equal Employment Opportunities to all employees and applicants.
Summary of Available Benefits:

• Paid (on-the-job) training
• Education Assistance - up to $2,000 per year
• 401(k) and matching
• Sick time
• Paid Time Off
• Health Insurance - including dental and vision
• Life Insurance
• Health Savings Account
• Opportunities for growth and advancement