Client Success Advocate
NextMark is seeking 2 Client Success Advocates for its Client Success team. NextMark provides services and technology to the digital and traditional marketing industries, enabling media planning, media operations, and media sales. See About Us for more information about the company.
As a Client Success Advocate, you are responsible for ensuring that our clients have the knowledge and resources necessary to effectively utilize the solutions they need within the NextMark web-based platform, and drive lifelong retention through service. Working under the direction of the Client Success Director, you will be expected to participate fully in Technical Support, take primary ownership over one or more core functions (QA, Self-Service Portal, and Training/Sales Support), and participate as a team in the responsibilities of all functions.
Responsibilities
- Provide expert technical support and solution driven assistance to clients via email and phone for the entire NextMark platform of services.
- Create and maintain records of all client communication in Salesforce.com CRM, adhering to issue documentation and escalation processes.
- Develop and maintain QA test documentation; perform testing to ensure proper operation and identify defects before deploying to customers.
- Design, implement, and maintain programs and resources, including self-service portal, documentation, videos, and more to improve the experience and value clients receive from NextMark’s products and services.
- Provide sales support including demonstrations and trainings using GoToMeeting, and guidance during the transition post-sale.
- Identify and implement efficiencies to improve system quality and internal processes.
- Administration of client accounts.
Qualifications
- Associates degree required, preferably in related field
- 2-5 years technical support, technical account management, or sales engineer experience
- 2-5 years quality assurance experience (for QA ownership role only); Software Testing experience a plus for other roles.
- Able to quickly learn new technologies, often requiring independent research.
- Very strong time management and multi-tasking skills to support ever changing demands.
- Proven experience in troubleshooting complex software issues.
- Able to communicate professionally, clearly, and diplomatically (phone, email, on-site and online presentation)
- Proficient with Windows PC, Microsoft Office (Word, Excel, PowerPoint, Outlook), Internet and web browsing.
This is a full-time position, located at our corporate headquarters in Hanover, NH. Flexible schedule available between 8am-6pm Monday-Friday. Night and weekend work may be required for software releases. Periodic travel may be required for on-site client meetings or trainings.
Interested applicants, please send a résumé and cover letter to jobs@nextmark.com.
