Customer Success Analyst

at  mdf commerce

mdf commerce Inc. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.
This position will join our team supporting the EcoInteractive business line, which falls under the GovTech division of SOVRA brand products serving government customers.
EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000+ users and $3B+ tracked within our software, government agents use our SaaS cloud-based solutions to complete mission-critical workflows. We have a track record of 100% customer retention over the last several years, and our company is growing quickly with strong demand for our cloud-hosted solutions. We are a nimble and entrepreneurial team of multi-talented individuals, who care deeply about our commitments to customers and to each other. We value collaboration, humility, accountability, efficiency, and a relentless drive for excellence.
As a Customer Success Analyst , you will be responsible for building and maintaining strong relationships with your clients to help ensure that they are successful on our platform. You will have regularly scheduled calls with clients and will work cross-functionally within the company to help ensure any needs of the clients are met.
This is an associate-level position where you will make an immediate, tangible impact every day. You will be part of a result driven, detail oriented, and organized team, and will be responsible for building relationships with your fellow team members and collaborating with cross functional teams to solve complex problems.

WHAT WILL YOUR MAIN RESPONSIBILITIES LOOK LIKE?

In this role, you will be expected to:

• Provide routine customer support to help with any issues your clients may encounter on a day-to-day basis.
• Problem solves any issues that may arise to help identify if a solution is already available or if additional development work is needed.
• Meet with clients at a scheduled cadence (anywhere from weekly to bi-annually based on needs) to help ensure that they are successful on the platform and to help identify and close any product gaps that may exist.
• Become a product and domain expert - from workflow and feature functionalities to main customer use cases.
• Work with the implementation team to help ensure a smooth transition into CS and to provide the best service possible to the client.
• Lead the onboarding for new clients and work to guarantee complete adoption of the platform by the client.
• Identify any up-sell or cross-sell opportunities that may exist with the client.
• Establish timelines for new features needed for the client and work with the product team to help ensure these timelines are met.

• Interface with the internal technical team to scope requests, implement new feature requests, and set up integrations.Regularly evaluate and refine the processes you are involved in.

WHAT ELEMENTS OF YOUR PROFESSIONAL BACKGROUND WILL BE NECESSARY AND USEFUL IN THIS ROLE?

• At least 5 years of general customer service experience OR 2 years of customer success experience where you managed a specific list of clients.
• Being customer centric – enjoy solving real-world problems, advising clients, and going the extra mile to deliver great outcomes. You will need to be your client’s advocate within the company.
• Great time-management and organization skills with attention to detail, ability to meet deadlines, and initiate appropriate follow-ups.
• Experience onboarding multiple clients at the same time.
• Effective collaborator with cross-functional teams - especially product, implementation, and engineering.
• Hunger to learn, grow and perform - we are a small team, which means plenty of opportunities for you to own new responsibilities.
• Advanced in Word, PowerPoint, and Excel.Bachelor’s degree or equivalent practical experience.