Client Success Specialist — IT Support & CRM

Foundant + smartsimple; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive salary

Tuition reimbursement

Lifestyle reimbursements

Mindfulness and fitness initiatives

Flexible PTO

Internal mobility

Autonomy and responsibility

Employee recognition

Job summary

Foundant + Smartsimple is seeking a client support specialist who will address software questions by phone, chat, and email, with emphasis on SLA breaches and delivering timely solutions.

You’ll deepen product knowledge, hand off smoothly between teams, train users when needed, and contribute to process improvements while maintaining proactive, professional communication with clients.

Qualifications

• At least one year in client and/or customer service in an IT services company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software.
• Prior experience in finance or accounting, or demonstrated proficiency with accounting software.
• Exceptional client satisfaction driven approach.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high-growth environment.
• Preferred: Foundant Client Support experience, Bachelor’s degree, Zendesk.

Responsibilities

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing SLA breaches.
• Answer and solve client questions, collaborate with internal team members to find software solutions, and contribute to client satisfaction.
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members go smoothly.
• Maintain a high level of communication with all levels of client interaction to ensure proactive problem identification and resolution.
• Strategize and problem solve with team members to ensure clients have the best possible experience.
• Enable cross-team communication with leadership and other team members.
• Provide internal and external training on Foundant software products as directed.
• Contribute to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support during all available hours.
• Assist with client-related projects.
• Other duties as assigned.

Skills

Customer service

CRM software

Finance / accounting knowledge

Attention to detail

Verbal and written communication

Time management

Learn new software

Adaptability to change

Collaboration

Training/mentoring

Education

Bachelor’s degree

Tools

Zendesk

Job description

Foundant + Smartsimple is seeking a client support specialist who will address software questions by phone, chat, and email, with emphasis on SLA breaches and delivering timely solutions.

You’ll deepen product knowledge, hand off smoothly between teams, train users when needed, and contribute to process improvements while maintaining proactive, professional communication with clients.