Transition Success Manager

Job Overview:

We are seeking a Transition Success Manager to join InvoiceCloud's passionate and dedicated Customer Support team. As a TSM, you will provide post-production support and enhancement services to large, VIP government, utility, insurance, and enterprise customers. Sometimes unforeseen issues can surface after a customer go-live. As such, we are looking for an experienced person to handle technical and functional support issues.

Transition Success Managers work cross-functionally with our Implementation and Onboarding teams and with our Engineering teams to help troubleshoot and solve post go-live issues.

What You'll Do:

• Manage customer relationships and resolve customer support requests which can vary from operational support issue resolution, implementations, and enhancement projects.
• Triage, troubleshoot, and correctly route issues; create change requests as necessary for interim and/or permanent solutions.
• Prioritize and delegate requests and tasks by level of urgency, scope, complexity, and team availability
• Troubleshoot technical and functional issues and provide solutions through configurations and setup changes.
• Help customers understand how our product/services work by conducting training on products and features
• Conduct weekly meetings with customers and provide status updates on open issues and requests
• Collaborate with other departments to research and resolve complex customer requests.

What We Seek:

• Associate or bachelor's degree preferred, or equivalent work experience
• 2+ years of customer support experience in SaaS industry
• Ability to work on call on weekends and some holidays as needed.
• Experience with Salesforce is a plus
• Experience investigating, researching, and resolving production issues and performing root cause analysis
• Excellent written and oral communication skills
• Ability to adapt to changing business processes, technologies, and environments
• Ability to detect and address issues proactively

Who You Are:

• Self-starter with a demonstrated ability to achieve results collaboratively; ability to effectively prioritize and multi-task under deadlines.
• Ability to learn technology quickly through instruction and self-training to become well-versed on IC's products and services
• Customer-oriented; attention to detail
• Ability to analyze and resolve moderately complex customer issues.
• Ability to effectively communicate technical guidance and instruction to customers