Senior Professional Services Specialist

Davita Inc.; Chicago (IL); Hybrid; USD 90,000 - 100,000; Full time

Job summary

A leading company in product content management is seeking a Senior Professional Services Specialist to enhance customer experience and support the implementation of solutions. The ideal candidate will manage multiple high-value client relations, provide technical support, and guide customers through onboarding. This role requires excellent interpersonal skills and a proven track record in customer care, making it a vital position for our Customer Experience Team.

Benefits

Incredible health benefits with dental and vision coverage

401(k) plan with employer match

Paid time off and company holidays

Short and long term disability and life insurance

Tuition reimbursement and pet insurance

Qualifications

• 3+ years experience in Channel providing technical support to complex customer integration.
• Exceptional communication skills across various backgrounds.
• Proficient with technical problem-solving and multitasking.

Responsibilities

• Help onboard and implement complex products and services for Key accounts.
• Advise clients on best practices for business processes.
• Serve as escalation point for customer issues.

Skills

Analytical skills

Interpersonal skills

Technical support

Problem-solving

Education

Bachelor's degree or equivalent job experience

Tools

CRM software (NetSuite)

Microsoft Office

Google Workspace

Job description

Description

Are you a strong relationship builder who enjoys keeping clients happy? Do you have experience managing multiple, high-value clients, with a proven track record of delivering exceptional customer support? Good news! 1WorldSync is looking for a Senior Professional Services Specialist to join our team.

1WorldSync is the industry leader in product content management. With 550 employees across the US, Brazil, Canada, Germany, Portugal, Switzerland, and the UK, we're seeking a Senior Professional Services Specialist to support our growing global team.

Reporting directly to our Senior Professional Services Manager, the Senior Professional Services Specialist will play a key role on the Customer Experience Team to provide an outstanding customer support experience across all 1WorldSync products and services. This role will be responsible for building and maintaining relationships with key customers, while communicating effectively with team members across the company departments involved in solving customer inquiries. You will also follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs.

As a Senior Professional Services Specialist at 1WorldSync, responsibilities include the following:

Help onboard and implement complex products and services for Key accounts working with the customer and other internal departments on their own systems, including integrated solutions such XML and API implementations
Serve as Subject Matter Expert (SME) supporting Account Executives, as needed, on customer or prospect calls, as well as in the development of 1WorldSync education & training material
Clearly articulate the business cases and value propositions for 1WorldSync products and services
Participate, as required, in the product launch process, acting as the main point of contact from project kick off to go-live
Advise clients on best practices for business process, change management, and GDSN to leverage process efficiencies
Serve as escalation point for customer issues
Work collaboratively with internal and external resources to monitor project progress, troubleshoot issues, set customer expectations, and provide regular status reports to stakeholders
Manage new subscribers through the five phases of the implementation methodology including delivering 1WorldSync education & training, creation of project plans, completing full lifecycle testing along with driving the implementation to completion
Serve as an active Implementation team member managing multiple customers simultaneously
Organize and conduct trainings and project meetings to new and existing customers via telephone and web conferencing tools
Successfully conduct on-site and remote client meetings and continually meet customer expectations in facilitating project planning, testing and other topics throughout the project lifecycle
Seek clarity on customer expectations and follow-up with customers post training to ensure success
Provide attribute guidance and support as part of delivering comprehensive attribute analysis services to customers
Develop education material in multiple formats and use multiple technologies such as PowerPoint, MS Word and Captivate
Conduct daily monitoring of all open issues for new subscribers; ensure service is provided in accordance with the defined SLAs
Find opportunities to share new learnings with the team and create supporting

documentation to facilitate best practices

Manage subscribers' transitions to the Technical Contact Center upon completion of

onboarding

Develop an end-to-end understanding of product content data flow, including GDSN and

1WorldSync solution sets to both educate the customer and to help resolve issues in a timely manner

Seek to improve upon team best practices based on lessons learned in previous engagements
Forecast project revenue recognition and log time in the NetSuite portal on a weekly basis

Required Skills and Experience:

Bachelor's degree or equivalent job experience
3+ or more years experience, in the Channel, providing technical support to complex customer integration

Desired Skills and Experience:

Track record of high level of technical support
Excellent analytical and interpersonal skills
Exceptional oral and written communication skills, presentation skills, and the ability to speak with people of various social, cultural, economic, and educational backgrounds
Ability to develop and maintain excellent working relationships with customers and internal company departments to smoothly and effectively address customer needs
Excellent technology problem-solving and multitasking skills to respond to common inquiries or complaints from customers in a professional and timely manner
Strong knowledge of Microsoft Office and Google Workspace applications
Experience with CRM software (1WorldSync uses NetSuite)
Understanding of XML and Web Services solutions a plus
Working knowledge of AS2 desirable

Compensation:

$90,000 - $100,000 base salary.
This role is eligible for an annual discretionary corporate bonus.
Candidates can expect salary offers that range from the minimum to the midpoint of the salary range.
1WorldSync provides full pay ranges so candidates can consider their growth potential.

Benefits:

Incredible health benefits (FSA and HSA options), with dental and vision coverage.
401(k) plan with employer match.
Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
Short and long term disability and life insurance.
Additional optional benefits, including a comprehensive legal plan, pre-tax and transit accounts, critical illness insurance, accident insurance, long term care and whole life insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details:

Preference for this role is in our Chicago Corporate headquarters. We are open to this role being remote in the following states: AL, AZ, AR, CA, CO, CT, FL, GA, ID, IL, IN, KY, MA, MI, MN, MO, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, UT, WA, WI.
This role requires the candidate to have the authority to work in, and be located in the US.
This position requires up to 10% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment.All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications.All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [emailprotected].