Client Care Analyst

About the Role:
The Client Care Analyst works within the Rainfocus Client Success organization as a provider of answers about how the RainFocus platform works. This role works with clients, internal project teams, and our product organization to ensure that we deploy the best solutions possible to our clients.  A successful Client Care Analyst is on the ball, thorough in understanding the scope of the request, and maintains great metrics around time to first response, quality of completion, and other vital metrics through our Zendesk instance.

Client Care Analysts are an integral member of many teams, and play a critical role in capturing product needs. They serve as a conduit into Product Management and Engineering to provide context and prioritization from client care metrics.

Essential Responsibilities:
Inbound tickets
  •    Review incoming support requests and evaluate risk, impact, and severity 
  •    Review configurations and design decisions made by teams to ensure solution quality
  •    Determine if the ticket is a question, bug or configuration issue
  •    Provide resolutions to tier 1 support tickets          
Documentation
  •    Determine if documentation exists and the overall effectiveness of the article  
  •    Determine if existing articles address Industry and RainFocus Best Practices
  •    Work with Product Managers and the Client Services team to update and create new documentation. 
Product
  •    Synthesize client feedback and product needs across clients
  •    Communicate feedback to Product organization
  •    Work with Product Management to prioritize key client feature needs
Methodology 
  •  Build standard configuration checklists and templates for use by project teams
  •  Identify standard techniques and templates for solution configurations
  •  Maintain a library of “best practices” for various areas of solution

Required Skills/Experience:
  • 1 year in customer support/ Customer service role
  • Strong written and verbal communication skills
  • Excellent interpersonal, organizational, analytical, and follow-up skills
  • Highly self-motivated, autonomous self-starter with excellent follow-through, and takes ownership
  • Strong technology acumen and a love of researching new solutions to enhance the event experience and improve event operations
  • Experience working in a consulting environment or client-facing role
  • Solution-oriented, positive, patient, and persistent in the face of technical and organizational challenges
  • Highly detail oriented with proven ability to document systems and processes

Personal Characteristics:
The best candidates for this position will need to have strong chemistry and a culture fit within RainFocus. They will need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:
  • Ability to take initiative
  • Ability to organize ambiguous ideas into concrete deliverables
  • Able to prioritize competing deadlines
  • Determined
  • Strong, organized leader
  • Team-player
  • Self-motivated
  • Strong Communicator
 
Success Measures
  • Adhere to Client Care SLA  
  • Client satisfaction 
  • Quickly and efficiently answer Incoming questions
 
Office environment. Total travel could be up to 30%. The nature of the travel is being onsite at events, which may include weekends, as well as post mortem and client driven meetings.

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