Lead Client Support Analyst

PG Forsta 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.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

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

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.

Values

• 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.

Job Description

The Lead Client Support Analyst, within the Client Success organization for Press Ganey’s Consumer Experience business unit plays a crucial role in ensuring client success and adoption of products. This client-facing role is hyper-focused on client service and experience excellence, specifically client satisfaction and client adoption of products and will partner closely with Client Success Managers; and own the maintenance of accounts after onboarding.

This role will become an SME on Consumer Experience products and client set ups; they own a specific set of key accounts, focusing on supporting, sustaining, and maintaining the client’s application and platform setup. The role will include addressing client inbound tickets, issues and questions and will work proactively to ensure best practices are applied to promote adoption and engagement. This role is responsible for the development and management of best practices in technical support methodologies, metrics, and related support tools. This “hands-on” role is an excellent opportunity to make major contributions to our dynamically growing organization and to leverage your experience to create high value solutions for our clients.

Duties and Responsibilities

• Develop and foster relationships with key account client contacts; foster effective communication and trust from clients.
• Help clients meet and achieve their goals and outcomes with the CX Products and support them in overcoming their technical challenges.
• Master and become the Subject Matter Experts (SMEs) on assigned client configuration and CX platform & product capabilities.
• Troubleshoot and address customers’ support and technical requests and take care of any technical issues; effectively managing and processing cases and tickets within our Case Management Solution.
• Advocate for clients internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.
• Proactively monitor and address/analyze trends of client inquiries and questions; partner/collaborate internally with key stakeholders to achieve sustainable growth and prevent reoccurring tickets.
• Update internal documentation of client configurations and client details as necessary in CRM (Customer Relationship Management) system.
• Navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and systems.
• Comfortable in dealing with IT systems that support end-to-end business processes across the customers' value chain.
• Handle escalations appropriately, looping in the right stakeholders at the right time.
• Maintain metrics, including but not limited to TTFA (Time to first action), Resolution Time, and Average handle time, and client satisfaction score.
• Maintain and update client questions, cases, and inquiries in a timely manner to ensure effective communication and feedback loop.

Qualifications

Qualifications include:

• 7+ years' experience in technical account management, application/product support and/or similar role.
• Experience working in SaaS (software as a service) solutions and/or healthcare technology and/or consumer experience platform a huge plus.
• Fanatical commitment to client service and success and deep knowledge of client support and account management principles and practices.
• Experience using Salesforce for managing customer support cases and familiarity with Jira for operations & engineering tickets.
• Ability to multi-task and stay on top of accounts’ book of business (updating clients on pending/open tickets).
• Demonstrated ability to collaborate and communicate effectively across Sales, Engineering, Product, and Client Success teams.
• Strong customer interaction skills and recognition of client needs, ability to problem solve and analyze client trends to consult on best practice and forward-thinking process improvements.
• Excellent communication skills; verbal and written, and attention to detail.
• Ability to document technical solutions and best practices to build a knowledge base for client requests.
• Experience working in an agile, fast-moving development environment, preferably startup!

Education

• Bachelor's degree or equivalent combination of education and experience required.

This role has been assigned the Technical risk profile. As such, staff in this role must follow security practices appropriate to the heightened value of their identities, access, and authority, with a special focus on activities that may allow unauthorized use of PG Forsta's technology platforms and data. Staff in these roles may be subject to additional security controls and monitoring commensurate with their risk to PG Forsta.

Additional Information

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

The expected base salary for this position ranges from $75,000 to $85,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

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