Technical Client Success Specialist

Summary

Join ClearView CRM as a Technical Client Success Specialist and manage a portfolio of nonprofit clients, providing expert guidance, high-level technical support, and strategic account management. Educate clients on ClearView CRM's features, support customized environments, and bridge clients with internal teams. Collaborate on data conversions, customizations, and implementation projects, ensuring exceptional client experiences. Work remotely in a fast-paced environment, requiring strong multitasking, deep client account knowledge, and a proactive approach to client satisfaction and retention. This role involves managing client communications, providing support and education, building client relationships, delivering updates, ensuring responsiveness, identifying optimization opportunities, collecting requirements, assisting with testing, maintaining client details, reporting on metrics, promoting new features, and providing technical support. The position requires strong technical and communication skills, experience in client success or technical support, and the ability to manage multiple priorities.

Requirements

• Minimum two years of experience in client success, technical support, or account management, preferably in a SaaS or nonprofit technology environment
• Proven analytical and problem-solving skills; ability to resolve Tier 1 and Tier 2 technical issues independently
• Excellent customer service and interpersonal skills
• Strong written, verbal, and presentation communication skills
• High attention to detail and strong documentation practices
• Demonstrated experience managing a portfolio of clients with varying levels of customization and support needs
• Proven problem-solving ability and natural curiosity
• Exceptional time management and organizational skills
• Ability to manage multiple priorities and remain calm under pressure
• Self-motivated with the ability to work both independently and as part of a collaborative team
• Eagerness to learn new tools and systems quickly
• Confidence discussing project scopes and estimates with clients
• Strong initiative and passion for client and company success
• Proficiency with Office 365 (Teams, Word, Excel, PowerPoint, OneDrive, Stream)
• Experience with Zendesk, Jira Service Desk, or other ticketing platforms
• Familiarity with Jira and Confluence
• Ability to write and understand basic SQL queries

Responsibilities

• Serve as the primary point of contact for all communications between assigned clients and internal teams
• Provide proactive education, support, and communication to your client portfolio
• Build and maintain strong, trusted relationships with clients to drive product adoption and satisfaction
• Deliver consistent updates on the status of support tickets and professional services projects
• Ensure responsiveness to client needs, promoting retention and long-term success
• Identify opportunities to optimize product use and communicate feedback to internal stakeholders
• Collect and document requirements for new professional services work; coordinate client approval on statements of work
• Assist in testing and validating custom work prior to deployment in production environments
• Maintain accurate and current client contact and account details in internal systems
• Report on client metrics and portfolio trends using internal reporting tools
• Promote awareness of new features, training resources, professional services, and ClearView CRM releases
• Provide Tier 1 and Tier 2 technical support via Zendesk and related platforms
• Ensure all clients are running the latest version of the ClearView CRM platform
• Collaborate with peers to provide seamless coverage across the client portfolio

Benefits

• $1,000 employee referral
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave