We are currently looking for a motivated and tech-savvy individual to fill the Client Success Manager, Level 1 position in our organization. Reporting to the Director of Client Services, the Client Success Manager is responsible for the implementation and support of eVero’s platform, including communicating with eVero’s clients and vendors. Demonstrating business and industry knowledge while providing top-notch customer service, throughout the client implementation and beyond.
PRIMARY DUTIES & RESPONSIBILITIES
- Responsible for overseeing the successful execution of the Implementation processes.
- Partnering with the client and other subject matter experts, where appropriate, to have a full understanding of client needs
- Demonstrate business, industry, and program knowledge to be effective in delivering assigned products
- Provide knowledgeable support in regard to delivery processes, tools, and technology in support of learning
- Display strong and effective interpersonal communication skills with the ability to interact professionally with a diverse group of clients and staff
- Collaborate with the client to understand their learning style, and encourage engagement to keep the implementation in forward motion
- Deliver effective training in both remote and in-person environments
ADDITIONAL RESPONSIBILITIES
- Continued Client Support
- Assist with Support triaged tickets that require additional context or product knowledge
- User Acceptance Testing
- In working with the eVero Product Management team, test new features of eVero’s software as requested
- Training Resource Creation
- Content for Learning Management System
- Videos
- Document guides
- Conduct Monthly live webinars
- Content for Learning Management System
- Attend all related internal meetings and perform other related duties incidental to the work described herein in support of the Company.
QUALIFICATIONS & DESIRED SKILLS
- Organizational skills
- Troubleshooting skills/Problem-solving skills
- Time management skills
- Ability to multi-task
- Detail oriented
- Communication – Written and Verbal
- Sound leadership skills
- Must possess a willingness to learn about the I/DD industry niche, client population, and State regulations related
- Display initiative and a positive attitude
- Ability to work effectively and independently in a fast-paced, multi-tasking environment
- Strong strategic-thinking skills with an ability to collaborate with team members on best practices
- Consultative approach toward clients
- Proficient Microsoft Office skills
REQUIRED EDUCATION & EXPERIENCE:
- Undergraduate degree
- Minimum of 2 years experience in Training
- Customer Service experience
- Working in an office environment, and as part of a team
DESIRED EXPERIENCE:
- Training both remotely via zoom/teams and in-person
Experience in the I/DD industry
Writing documentation and manuals
Experience with Articulate 360 (Storyline), Camtasia and Canva