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Job Details

Client Advisory Specialist - Chicago, IL

CEB
Chicago, IL
View CEB Company Profile

Description

Client Advisory Specialist
 
Job Overview:
Advisory Specialists work in a technical and customer service capacity within the MTM Professional Services team, and are primarily responsible for providing stellar service and helping clients to troubleshoot and implement our cloud-based learning analytics software, Metrics that Matter®.  Through a focus on creating an effortless experience, Specialists ensure the satisfaction and success of key contacts on a day-to day basis, thereby creating strong advocates within our client organizations.  Successful Client Advisory Specialists are thoughtful communicators with a strong customer orientation and a history of naturally becoming experts in any software they utilize. We use a proactive, resourceful approach to not only answer questions and resolve issues, but to become a trusted advisor and exceed client expectations.
 
Key Responsibilities:

  • Provide exceptional customer support to a portfolio of 10-20 clients by troubleshooting technical inquiries and sharing best practices as it relates to the Metrics that Matter® software and learning analytics
  • Develop strong relationships with primary support contacts at client organizations
  • Bring intelligent product feedback from clients to the broader Metrics that Matter team
  • Independently manage incoming client support tasks and ad-hoc projects
  • Assist in implementing Metrics that Matter for our clients by configuring accounts, building surveys and evaluations, scheduling automated reports, etc.
  • Document client solutions, decisions, and issue resolutions, and make regular contributions to shared team knowledge base
  • Lead Metrics that Matter® training sessions

Requirements

Key Skills Needed for Success:

  • Exceptional written and verbal communication
  • Ability to quickly learn MTM technology and client-specific solutions in order to provide technical support
  • Strong time and task management
  • Outstanding customer service and support skills
  • Critical thinking, resourcefulness, attention to detail, and problem solving
  • Ability to work effectively both independently and as a member of a networked team
 Experience & Education:
  • Bachelor’s Degree 
  • 2 or more years of client-facing professional work experience with a focus on supporting clients and technical problem solving.
  • Experience working in a collaborative team environment
  • Project management experience is a plus, but is not required
  • We use Microsoft Office and Salesforce.com daily. Experience implementing or working with these or similar tools and/or with software in any of the following areas is a plus:
    • Learning Management Systems
    • Talent Management Systems
    • Statistics / Data Analysis (e.g., Tableau, SPSS)
    • Databases

Details:

  • JobId: 56853
  • Position Type: Full-Time
  • Experience Level: At least 2 year(s)
  • Posted / Updated: 10/2/2017

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