Post-Go-Live SaaS Client Success Specialist

Ntracts; United States; Vor Ort; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

LaunchTN is seeking a CLM Client Services Specialist to be the first line of support for Ntracts CLM after go-live. You will resolve product issues, guide clients through stabilization, and document configurations for ongoing support.

In collaboration with Account Management, Education, Implementation, and Development, you will help clients achieve successful adoption, manage access, and participate in on-call rotations during holidays and off-hours. Prior SaaS support experience is preferred.

Qualifikationen

• 2+ years in SaaS customer support with ticketing.
• Strong troubleshooting and documentation skills.
• Excellent written and verbal communication.
• Ability to manage multiple tickets and engagements.
• Proficiency with Microsoft Office.

Aufgaben

• Serve as first contact for CLM product questions and issues.
• Troubleshoot, reproduce, and document issues with workarounds.
• Escalate defects to Development and inform clients through resolution.
• Configure maintenance requests (fields, workflows, permissions).
• Manage user access and permissions per client authorization.
• Lead post-go-live stabilization meetings.
• Transition clients to ongoing support with complete configuration docs.
• Participate in on-call rotation during holidays and off-hours.
• Cross-train on other Ntracts solutions.
• Share feedback to Product, Education, and Account Management.

Kenntnisse

SaaS customer support

Troubleshooting

Communication

Time management

Attention to detail

Tools

Ticketing system

CRM

Microsoft Office

Jobbeschreibung

LaunchTN is seeking a CLM Client Services Specialist to be the first line of support for Ntracts CLM after go-live. You will resolve product issues, guide clients through stabilization, and document configurations for ongoing support.

In collaboration with Account Management, Education, Implementation, and Development, you will help clients achieve successful adoption, manage access, and participate in on-call rotations during holidays and off-hours. Prior SaaS support experience is preferred.