Client Success Specialist

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

Our client, a fast-growing technology company, is looking for a Client Success Specialist to be the first call when customers run into problems. You’ll own front-line support for a book of accounts, working through issues quickly, closing the loop with each customer, and passing off the tough ones with everything the next team needs to fix them. It’s the first rung on a defined career ladder, with real paths into implementation, account management, or engineering.

C2C is not an option with this job opening and all applicants should be able work for any US Employer without sponsorship. Sponsorship is not provided and this person will not need to require sponsorship in the future.

Benefits & Extras

• Defined career path into implementation, account management, or engineering
• Strong launchpad for recent grads and early-career professionals
• Ride along on implementations and customer calls to learn the product fast
• Medical, dental, and vision coverage
• Fast-growing company where your work gets noticed

Compensation : $65K–$90K Based on experience

What You’ll Be Doing

• Act as the first point of contact for roughly 40 customer accounts, sorting, solving, and routing incoming requests
• Hit fast response and resolution targets, and keep customers posted until an issue is confirmed fixed
• Dig into logs, transcripts, and internal tools to figure out why something isn’t behaving as expected
• Pass complex problems to engineering with clear reproduction steps so they’re solved the first time
• Notice recurring issues and turn them into help articles that cut down future requests
• Work toward quarterly targets for daily ticket volume, on-time responses, and customer satisfaction
• Shadow implementation and account teams to build the product knowledge for your next role

What You’ll Need to be Considered

• 0-2 years in customer support, client services, or a similar role
• Calm, clear communication in writing and on the phone, even with frustrated customers
• Quick learner on new software with a knack for diagnosing why something isn’t working
• Organized enough to manage a steady ticket queue and hit response times daily
• Bachelor’s degree or equivalent experience
• Experience with ticketing platforms or AI tools (preferred)
• Background supporting technical products in a specialized business setting (preferred)