Implementation & Support Specialist
Supports new and existing clients in the set up and use of cloud-based treasury management software.
This position will support, maintain, and assist with the on-boarding and implementation of new customers, in a highly specialized web-based solution which will include 50% implementation & project management duties, 20% providing customer & client support, 20% process documentation creation, and 10% functionality and client feedback review.
Essential Functions and Duties:
*Interacts directly with assigned clients, maintaining positive relationships.
*Establishes user accounts and provides log-in credentials, receives, uploads, and validates client data, configures features, and provides targeted end- user training.
*Provides product and technical support to customers, answering questions on function and usage of product via internet and /or telephone.
*Creates and provides system or implementation process documentation that will lead to the creation of client-facing user guides for new clients.
*Suggests feature or functionality changes or enhancements to product management based on client feedback.
*Escalates concerns or issues to the account management team.
*Utilizes technical and project management skills to ensure the systems are configured appropriately and on time.
*Assists customers in the implementation and configuration of the Treasury Management Software Suite.
*Will efficiently triage and resolve customer issues.
*Provides timely follow-up and status updates to clients.
*Communicates accurately, clearly, and effectively in writing, in person, and on the phone.
*Proactively makes suggestions to management to help reduce or eliminate recurring issues.
Success in this role requires a strong attention to detail and system navigation coupled with the ability to take ownership of a task and see it through to completion. The successful candidate will have prior experience dealing with hands-on system issues within a client-facing role.
*Bachelor's Degree or equivalent experience.
*Experience with software troubleshooting via logical process and established methodologies.
*Experience with driving projects and initiatives towards completion.
*History working with Salesforce, or similar ticketing system preferred.
*Knowledge of bank treasury operations preferred.
*Excellent written and verbal communication skills.
*Ability to work in a fast-paced and high-volume environment with critical deadlines.
*Ability to work independently to ensure work is completed, but also work well within a team to ensure team objectives are being met.
*Demonstrated skill in use of Microsoft Word, Excel, MS Project and PowerPoint to review and create required documentation, analysis, and presentations as needed.
CINC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.