Job Summary:

Providing technical analysis and strategic account support for Customer Success related to a specified product area (giving, community, app, or church management system).

Supervisory Responsibilities:

• None

Duties/Responsibilities:

Technical Analysis and Escalation

• Owning the process of escalations to Engineering from CS, follow-ups, and communications with Customer Success associates.
• Troubleshooting issues related to the specified product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide.
• Serving as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success.
• Maintaining and enhancing the library of technical tools used by Customer Success for technical services and support.
• Coordinating with Technical Services to invoice and schedule requested work.
• Participating in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success, including: ensuring new solutions meet expectations of the customer and Customer Success, address major needs, and are prioritized accordingly. 

Strategic Technical Account Support

• Providing front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video; ensuring issues and requests are resolved in a timely and effective manner.
• Determining the technical validity and feasibility of special requests, and working with Product/Engineering and other members of the technical teams to implement custom solutions.
• Participating in Pre-Sales support as needed, including: evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle.

Risk Management

• Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating, as appropriate.
• Coordinating with Product, Engineering, and Operations to mitigate immediate issues and validate long term solutions.
• Provide communication and resources to Customer Success to respond to or resolve issues.

Key Skills/Abilities: 

• Analysis Skills: Identifies significant problems & opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes.
• Adaptability/Stress Management: Stable and poised under pressure. Copes effectively with complexity and change. Able to provide clear, calm solutions/answers to frustrated customers.
• Judgment/Pragmatism: Consistent logic, rationality, and objectivity in decision making. Focuses on key priorities. Generates sensible, realistic, practical solutions to problems.
• Listening/Customer Focus: Tunes in accurately to opinions, feelings, and needs of people. Establishes partner relationship with others. Empathetic, patient, and accessible.

Education and Experience:

• Bachelor’s Degree or equivalent experience in relevant field

• Two years’ experience supporting, implementing, or consulting in technology or SaaS.
• One year experience in data manipulation or database support.
• One year experience working directly with executive-level staff of enterprise customers in support or consultation.

• Familiarity with SQL; HTML, CSS; API; Excel

• Prior experience with Pushpay and/or Church Community Builder software a plus, but not required

Physical Requirements: 

• While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.