The Company
This fast growing SaaS business, has new fabulous offices, located in South Melbourne. This company is the stand out for Sales and Performance tracking software.
Role/Responsibilities
- Identify and analyse client business requirements and product change requests
- Write, execute and maintain processes/checklists to run incentive calculations on the product
- Co-ordinate work schedule to handle responses required to clients in appropriate time frames
- Handle client enquires in a professional manner and act as the face of the business
- Deal with complaints and escalated issues in a prompt manner achieving effective resolutions
- Use multiple appropriate mediums for communication eg meetings via phone, Zoom, face to face
- Analyse problems raised by clients, capture requirements, reproduce issues, develop and implement solutions
- Create and manage online support knowledge centre
- Provide and promote friendly courteous customer service
- Perform manual testing process to ensure the quality of the solution to be delivered
- Raise core product feature tickets to the IT team
- Provide support to the onboarding of new clients, including training for clients
- Promote best practices with clients and team members
- Collaborate with colleagues to review issues and designs
- Validate system configuration and ensure data accuracy
- Generate ideas / provide input for new product features
Skills/Experience
- Above average communication skills, interpersonal and presentation skills
- High numeracy skills
- Degree in Engineering, Finance Applications, Information Systems or similar experience
- Highly competent in running stakeholder meetings and workshops to gather, clarify and prioritise requirements
- Able to translate complex customer requirements and designing product configuration options, with ability to guide clients through decision-making process
- Strong analytical and problem-solving skills (business and product)
- Maintain a high utilisation rate for client billable projects
- Adhere to processes and provide feedback for improvements
- Ability to analyse disparate information sources, data and documents and translate this into clear requirement summaries
Experience with SQL and Excel mandatory
If you believe you have the above skills and experience, please apply now.
