Customer Relations & Success Specialist

Mains’l Solutions is seeking a Customer Relations & Success Specialist 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.

• 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.

• 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.

Hybrid work model.

$65,000‑$91,000/year

Mains’l is committed to providing Equal Employment Opportunities to all employees and applicants.

• 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