Client Support Specialist

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare—perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business.

We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

• Energize the customer relationship:
  Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me:
  Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning:
  Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate:
  We challenge the status quo with creativity and innovation as our true north.
• Better together:
  We check our egos at the door. We work together, so we win together.

This position is 100% onsite at our South Bend location Monday through Friday 11am to 8pm.

• Provide on-demand client support. CSS will handle and triage requests and issues involving Press Ganey’s suite of online solutions, data reports, data interpretation, improvement resources, online community and any future Press Ganey products or enhancements. CSS will provide in‑depth responses or ensure proper follow‑up by the account team.
• Serve as the point of contact for all traveling Client experience team members, including Enterprise, Regional, and Mid‑Market Advisors and Account Managers, completing client requests or triaging to the appropriate internal team member.
• Provide advisory services support to pre‑identified mid‑market accounts, including goal setting, interpreting data, and offering improvement tips.
• Track, document all correspondence, and provide follow‑up to critical account team members in accordance with team policies.
• Perform account management functions for identified accounts, such as running recurring monthly/quarterly reports and setting up new point‑of‑care accounts.

• Requires ability to access all users' operations and computer facilities.
• Requires meeting deadlines, frequent assignment changes, a heavy workload, a rapidly changing environment, and dynamic business growth.
• Requires concentration on detailed tasks for sustained periods of time.
• Requires operating computer, printer, copy machine, calculator, and other general office equipment, and recording written information.
• Requires communicating with customers, users, and vendor representatives in person, in writing, and on the telephone.
• Requires reading computer output and printed material.
• Requires travel by airplane occasionally, including domestic flights.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
• Requires participation in interactive verbal group activities including brainstorming and application design working sessions.

• 3 to 5 years of customer service experience in an office setting.
• Time Management
  
  Skills:
  
  Ability to manage multiple work streams, deliver high quality, on‑time results, and demonstrate organizational skills and multitasking in a high‑paced environment.
• Communication & Influencing:
  Clear conveyance of information and ideas through various media, excellent interpersonal skills and influencing ability, and strong written and verbal communication.
• Teamwork:
  Effective collaboration in a team environment and fostering teamwork across all levels of the organization.
• Technical Expertise:
  Ability to work with…