Remote Client Success Specialist

foundant-careers; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Mindfulness initiatives

Fitness initiatives

Flexible PTO

Job summary

Foundant is a remote-first software company serving foundations, grantmakers, nonprofits, and community organizations. This Client Support role focuses on addressing client questions by phone, chat, and email, prioritizing SLA breaches and delivering timely solutions.

You will collaborate across teams to resolve issues, build deep product knowledge of Foundant solutions, and ensure smooth handoffs. You'll also train users and contribute to ongoing process improvements for a consistently

Qualifications

• At least one year in client/customer service in IT services or related industry.
• Familiarity with 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 - Previous work experience within Client Support at Foundant Technologies, Bachelor’s degree in related field, Experience with Zendesk

Responsibilities

• Address clients’ software questions via phone, chats, and emails, prioritizing SLA breach.
• Answer and solve client questions, collaborate with internal team members to find software solutions, elevate software issues when they arise, and contribute to client satisfaction.
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members with and external from support go smoothly.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Enable cross-team communication with leadership and other team members.
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support is available during all available support hours.
• Assist with client-related projects.
• Other duties as assigned.

Skills

Customer service

CRM proficiency

Attention to detail

Time management

Verbal and written communication

Ability to learn new software

Education

Bachelor's degree in related field

Tools

Zendesk

CRM software

Job description

Foundant is a remote-first software company serving foundations, grantmakers, nonprofits, and community organizations. This Client Support role focuses on addressing client questions by phone, chat, and email, prioritizing SLA breaches and delivering timely solutions.

You will collaborate across teams to resolve issues, build deep product knowledge of Foundant solutions, and ensure smooth handoffs. You'll also train users and contribute to ongoing process improvements for a consistently