Elite Client Success & Premium Support Lead

Fortive; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

Fortive seeks a Premium Support Consultant to work directly with designated clients, managing their experience and ensuring success with our products and platforms. You will be a primary point of contact for assistance, troubleshooting, and escalation to the Support Team.

In this role, you will provide premier support, lead the Analyst Team, identify training opportunities, guide client usage of the software, and collaborate with account managers and success managers to improve service delivery.

Qualifications

• Excellent spoken and written English; clear communication.
• Attention to detail in documentation and processes.
• Efficient and quick to learn; adapts to feedback.
• 1-2 years in facility maintenance, CMMS administration, customer service or software support.
• Bachelor's degree or equivalent work experience.
• Punctual attendance for scheduled shifts.
• Team-oriented with cross-training and remote communication ability.
• Comfort with remote work and being on camera during meetings.

Responsibilities

• Provide premier support to assigned clients.
• Lead Analyst Team in supporting clients.
• Identify training opportunities and assist business processes.
• Guide clients through best practices and notify relevant managers of leads.
• Identify system issues and bottlenecks; submit bugs to Development.
• Provide instructional aid and back-up to Support Analysts.
• Collaborate to create ad hoc product training for clients.
• Understand how clients use the software for their business.

Skills

English Proficiency

Attention to Detail

Efficiency

Experience

Attendance and Punctuality

Teamwork

Remote Work Comfort

Education

Bachelor's Degree or equivalent

Job description

Fortive seeks a Premium Support Consultant to work directly with designated clients, managing their experience and ensuring success with our products and platforms. You will be a primary point of contact for assistance, troubleshooting, and escalation to the Support Team.

In this role, you will provide premier support, lead the Analyst Team, identify training opportunities, guide client usage of the software, and collaborate with account managers and success managers to improve service delivery.