Sr. Customer Success Specialist

About the position

The Sr. Customer Success Specialist works directly with ACA's software clients to ensure they are getting the most out of our software products. This role involves implementing new software clients, resolving customer service issues, and providing feedback for product improvement. The position requires a hybrid work model, with the expectation to be in one of the office locations two days a week.

Responsibilities

• Implement new software clients, including account setup and training
• Resolve customer service issues by answering questions or referring clients to appropriate technical support resources
• Update Customer Success development team on client technical problems or issues
• Provide client feedback to the customer experience team for product improvement
• Proactively contact clients to ensure software is used to its full potential
• Perform ad-hoc work/special projects as necessary to support ACA on various client and internal initiatives

Requirements

• Bachelor's Degree required with a major or concentration in business, accounting or finance preferred
• Five (5) years plus of experience in a corporate environment, financial services industry, or compliance a plus
• Experience with Zendesk software a plus
• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to work well in a fast-paced, small-team environment
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one's own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA's high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Proficient with Microsoft Office applications, Adobe Acrobat, and the Internet

Benefits

• Competitive compensation package
• Medical and dental coverage
• Pension and 401(k) plans
• Wide range of paid time off options
• Flexible work environment
• Time off for designated ACA Paid Holidays
• Summer Fridays
• Personal/Family Care leave
• Other leaves of absence for physical, financial, and emotional well-being