Client Support Specialist

pressganey; South Bend (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Press Ganey, the leading experience measurement and analytics company, seeks a Client Support Specialist to join our Indianapolis-area team. You will implement, configure, and maintain client data ingress, surveying, and reporting across the client lifecycle.

You will translate client needs into system configurations, provide issue resolution, and collaborate with cross-functional teams to ensure timely delivery and high-quality service.

Qualifications

• 1-2 years of relevant experience in information technology, health care, client facing project management or operations role.
• Experience working at or with health systems.
• Excellent written and verbal communication skills are required.
• Excellent analytical, organization and problem-solving skills.
• Strong attention to detail.
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)

Responsibilities

• Work within the Client Support team to address client data, surveying, and reporting requests
• Facilitate the integration of business owner needs, and translate operational needs and workflow into system specifications and configuration requirements
• Capture client requirements to appropriately configure products to meet client needs
• Offer clients best practice workflow design and associated application configurations
• Use tools to configure, test and validate all patient experience products
• Responsible for client support throughout the implementation or on-going support cycle
• Prioritize workload and manage timelines to meet client target dates for projects and implementations
• Serve as first level support to triage, troubleshoot and find the right expert to quickly resolve client requests
• Troubleshoot and resolve any issues while appropriately escalating to next level support or manager as needed

Skills

Client communication

Analytical skills

Problem solving

Detail oriented

Education

Bachelor's degree in economics, computer science, or related field

Tools

Microsoft Office

Job description

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world‑class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values

• To put Human Experience at the heart of organizations so every person can be seen and understood.
• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments, please contact us at [e-mail] Please provide your contact information and the details of your request so we can best assist you.

Job Overview

The Client Support Specialist is a client facing position. The Specialist I operates as a member of a team to implement, configure, and maintain client data ingress, surveying and reporting throughout the lifecycle of the client's partnership with Press Ganey. With knowledge in PG applications and business procedures, they are responsible for gathering client specific requirements to configure platforms for surveying.

The Client Support Specialist should feel comfortable explaining complex topics and conceptualizing how various solutions work in a variety of use cases. The right candidate for this role will have an analytical approach and be able to match solutions for unique client business needs. This role requires a client centric focus to deliver prompt issue resolution, meet implementation timelines, target dates and internal service level agreements.

Duties and Responsibilities

• Work within the Client Support team to address client data, surveying, and reporting requests
• Facilitate the integration of business owner needs, and translate operational needs and workflow into system specifications and configuration requirements
• Capture client requirements to appropriately configure products to meet client needs
• Offer clients best practice workflow design and associated application configurations
• Use tools to configure, test and validate all patient experience products
• Responsible for client support throughout the implementation or on-going support cycle
• Prioritize workload and manage timelines to meet client target dates for projects and implementations
• Serve as first level support to triage, troubleshoot and find the right expert to quickly resolve client requests
• Troubleshoot and resolve any issues while appropriately escalating to next level support or manager as needed

Qualifications

• 1-2 years of relevant experience in information technology, health care, client facing project management or operations role
• Experience working at or working with health systems
• Excellent written and verbal communication skills are required
• Excellent analytical, organization and problem-solving skills
• Strong attention to detail
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)
• Ability to handle stressful situations

Education

A bachelor's degree in economics, computer science, or a related field is preferred.

Special Working Conditions

Could require work beyond regular busines