Job Information
Robert Half IT Generalist in Cleveland, Ohio
Description
The ideal candidate is a generalist in IT, comfortable working with customers as well as technical personnel. Is able to easily learn how business software platforms work from a customer perspective and ensures the continued success of subscribed customers to our SaaS applications. The scope of this job includes, but is not limited to:
Key Responsibilities:
Customer Experience: Guiding SaaS customers through the onboarding process, building relationships, and providing support
Customer Success: Identifying customer priorities that lead to product upgrades for continued customer success
Communication: Providing verbal and written communication internally (to technical staff) and to customers in various forums as required (newsletters, blogs, direct mail, webinars, online product demonstrations) as needed
Problem-solving: Using analytical skills to creatively solve problems independently discovered in the SaaS platform, or presented through customer ticket system
Training and Coaching: Helping customers improve their proficiency in use of our SaaS products
Process improvement: Participates in improvement efforts and suggests or designs ways to improve SaaS offerings that should increase sales and customer satisfaction
Service Alignment: Provides quality assurance support prior to release of software (new releases, patches and upgrades) to SaaS customers, ensuring alignment between releases and customer expectations.
Requirements
• Role requires a minimum of one year of experience.
• Proficiency in Microsoft Office Suite is required.
• Basic knowledge of Computer Hardware is required for this role.
• Experience in Configuration Management is desirable.
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