Customer Success Specialist

Overview

The Opportunity
:
The Customer Success Specialist works directly with ACA’s software clients to ensure they are getting the most out of our software products.

• Office Locations: NYC (Near Grand Central Station), Pittsburgh, Chattanooga, Medford, OR, Portland, Maine, Boston, Chicago
• Must be able to be onsite 2 days/week (Hybrid) in one of these offices

• Resolve customer service issues by answering questions or referring clients to appropriate technical support resources
• Update Customer Success development team on client technical problems or issues
• Provide client feedback to the customer experience team for product improvement
• Proactively contact clients to ensure software is used to its full potential
• Perform ad-hoc work/special projects as necessary to support ACA on various client and internal initiatives

• Bachelor’s Degree required with a major or concentration in business, accounting or finance preferred
• Three (3) to Five (5) years plus of experience in a corporate environment, financial services industry, or compliance a plus
• Experience with Zendesk software a plus

• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to work well in a fast-paced, small-team environment
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Proficient with Microsoft Office applications, Adobe Acrobat, and the Internet