Customer Success Analyst

Who We Are

For over 30 years, Creative MediaWorks (CMW) has delivered solutions to the exacting standards of life science companies and their agencies. Speakcore is an enterprise level software platform developed by CMW and built for the management of speaker bureaus. We have an extremely talented team focused on developing and maintaining a high-quality platform that is easy to use and results in excellent customer satisfaction.

Who We’re Looking For

We are seeking an enthusiastic and dynamic Customer Success Analyst to join our NJ office. As a crucial member of our team, you will be at the forefront of delivering exceptional support to our valued clients. Your passion for accuracy and efficiency will shine as you skillfully assess, categorize, prioritize, route, and solve incoming support requests, ensuring that our software solution, Speakcore, maintains its high standards of excellence. In this role, you will have the opportunity to make a real impact by providing unparalleled customer service and ensuring that every client interaction is a positive and memorable experience. Your attention to detail and ability to quickly resolve issues will be instrumental in maintaining the satisfaction of our growing client base. As a Customer Success Analyst, you will not only serve as a problem-solver but also as an ambassador for our company. Your passion for our software solution and your dedication to providing top-notch support will help us maintain operational excellence. If you thrive in a fast-paced environment, love working with technology, and are eager to be part of a collaborative team, then we want to hear from you. Join us as we continue to push the boundaries of innovation and shape the future of customer support at Speakcore. (www.speakcore.com).

Responsibilities:

• Understand client’s business and how Speakcore supports their initiatives and goals.
• Work with client to define requirements specification on inbound ticket change requests for implementation team to execute. Evaluate
• Route incoming support requests based on urgency and priority, to the appropriate team or individual for resolution.
• Directly solve tickets based on domain knowledge.
• Communicate and guide the client on how to use Speakcore.
• Monitor the status of open tickets and take proactive steps to address any outstanding issues to meet service level objectives.
• Collaborate with various internal teams to facilitate the smooth and efficient resolution of tickets.
• Contribute to process improvement initiatives by providing feedback on ticket triage workflows, suggesting improvements to categorization and routing systems, and participating in discussions to optimize the overall support process.
• Continuously develop and deepen knowledge of Speakcore and the industry which it serves.
• Technical Documentation: Write documentation for our customers, which will include technical documentation, tutorials, and other implementation guides.
• Additional responsibilities as required.

Requirements:

• Experience with customer support software platforms, such as Zendesk
• Knowledge of speaker bureau programs and other types of educational and marketing events performed by Life Science and pharmaceutical companies to promote their products.
• At least two years of experience in a customer facing, analyst role, preferably in a fast-paced environment.
• Technically savvy.
• Effective verbal, written, active listening, and interpersonal skills.
• Strong attention to detail.
• Ability to effectively multitask and prioritize tasks to meet customer needs and deadlines.
• Strong problem-solving skills and the ability to recognize patterns and think critically in high-pressure situations.
• Empathy and patience when dealing with customer inquiries and complaints.
• Effectively prioritizes tasks and abilities to optimize personal productivity, manage interruptions, and make efficient use of available time.
• Ability to work both independently and collaboratively within a team.
• Responds effectively to shifting priorities, demands, and timelines and adapts plans to accommodate new information or constraints.
• High energy, “can-do” attitude with a willingness to do what it takes to get the job done and a strong desire to achieve.

Working at CMW

Intimate team of dedicated, hard-working individuals who work as a team to achieve their goals. A process-driven organization, with a laid-back atmosphere and an open office environment that facilitates collaboration. CMW is located in a quaint small town with plenty of different lunch options and convenient shopping nearby.

Speakcore Team Values

• Innovative
• Consultative
• Collaborative
• Techy
• Dependable

Location

Our preference is a hybrid on-site in our offices in Pennington, NJ, and working remotely from home. We will consider fully remote for the ideal candidate but must work East Coast Hours.

Apply Now

If you are interested in this position, please forward your resume to alyssa.nicolo@creativemediaworks.com. No phone calls please. If we are interested in learning more about you, we will reach out. If you are a staffing agency or recruiter please do not contact us, we will only work with candidates directly.