Careers

The Technical Specialist’s primary role is to support the Customer Success and Product Development teams in relation to all technical requests that customers may have. The Technical Specialist will own and take responsibility for day-to-day customer support requests and activities, including customer training. This position will participate in product testing and the creation of supporting eLearning materials surrounding the product.

Responsibilities:

• Augmenting the implementation process by providing technical support and customer training
• Assisting customers with Active Directory syncing, SSO setup, and other technical tasks
• Creating and maintaining training video, document, and course materials to support the Pinnacle Series platform
• Owning and taking responsibility for product testing in cooperation with our product development team
• Troubleshooting and logging customer support requests
• Prioritizing and escalating issues when needed
• Ability to recognize customer concerns and concisely communicate the next steps to validate their concerns
• Providing technical support and training for our Partners
• Being a Pinnacle Series SME

Requirements:

• Associate or bachelor’s degree
• Technical support experience
• Customer-facing training experience
• General IT knowledge
• Ability to support multiple customers and implementation projects simultaneously
• Exceptional communication and presentation skills
• High energy and positive attitude
• Ability to perform in a deadline-oriented work environment
• Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
• Ability to work independently as a self-starter
• Proficient with Microsoft products
• Flexible hours and schedule–due to global nature of company, all support roles should expect calls and remote meetings early mornings and/or late evenings

The primary role of the Customer Success Specialist is to support the Customer Success Manager in driving user adoption of Pinnacle Series within the customer organization.

Responsibilities:

• Build strong relationships with customers
• Work closely with your Customer Success Manager counterpart
• Assist with day-to-day account management under direction from the Customer Success Manager
• Schedule and coordinate customer meetings for Customer Success Managers
• Attend customer meetings and document interactions
• Coordinate forward looking tasks for both customers and internal resources
• Send follow-up communication to customers
• Gather and share appropriate materials with customers
• Document and log customer issues and requests
• Assist with new customer account setup
• Maintain detailed account records/notes in CSM system (Gainsight)
• Maintain continuous and clear communication between customers and internal team

Requirements:

• Relevant Bachelor’s degree; preference for Business, Organizational Development, Project Management or related degree
• Ability to manage multiple customers
• Excellent presentation skills
• Attention to detail
• Ability to multi-task, prioritize and manage time effectively
• Strong communication skills including the ability to work with all levels of an organization
• Eagerness to learn and grow within the Customer Success or Project Management profession
• Flexible Hours –expect calls and remote meetings early mornings and/or late evenings