Client Success Associate - Fast-Track to Implementation

ITAC Solutions, LLC; Birmingham; Remote; GBP 49,000 - 68,000; Full time

Benefits offered by this job

Defined career path into new roles (im

Medical, dental, and vision coverage

Ride along on implementations and team

Job summary

ITAC Solutions, LLC is seeking a Client Success Specialist to be the first point of contact when customers encounter problems. You’ll own frontline support for a portfolio of accounts, resolving issues quickly and handing off complex cases with all necessary information for the next team.

As the entry rung on a defined career ladder, you’ll gain exposure to implementation, account management, or engineering tracks, while learning the product and processes through shadowing and hands-on calls

Qualifications

• 0-2 years in customer support or similar role.
• Calm, clear communication in writing and on the phone.
• Quick learner with knack for diagnosing issues.
• Organized enough to manage a steady ticket queue and meet response times.
• Bachelor’s degree or equivalent experience.
• Experience with ticketing platforms or AI tools preferred.
• Background supporting technical products in a specialized business setting preferred.

Responsibilities

• Be the first point of contact for ~40 customer accounts; sort, solve, and route requests.
• Hit fast response targets and keep customers updated until issues are resolved.
• Investigate logs and transcripts to determine why something isn’t working.
• Provide engineering with clear reproduction steps for quick fixes.
• Identify recurring issues and create help articles to reduce future requests.
• Aim for quarterly targets on ticket volume, response times, and CSAT.
• Shadow implementation and account teams to build product knowledge for your next role.

Skills

Customer service

Written communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Ticketing platforms

AI tools

Job description

ITAC Solutions, LLC is seeking a Client Success Specialist to be the first point of contact when customers encounter problems. You’ll own frontline support for a portfolio of accounts, resolving issues quickly and handing off complex cases with all necessary information for the next team.

As the entry rung on a defined career ladder, you’ll gain exposure to implementation, account management, or engineering tracks, while learning the product and processes through shadowing and hands-on calls