Employer: ExecOnline

In this role you will:

  • Act as a subject matter expert on ExecOnline’s product/system functionality
  • Effectively manage and prioritize customer issues; identify and escalate critical issues with clear, concise, and systematic process documentation
  • Build a credible client-facing technical relationship in collaboration with Client Success to ensure clients are compliant and fulfilling ExecOnline technical requirements throughout the full client lifecycle
  • Manage and facilitate conversations along with ongoing follow-up with named client-side IT contacts to secure proper technical clearances
  • Liaise with our technical and legal teams to address any client-specific implementation, operational, or contractual needs where appropriate
  • Help drive the successful adoption and incorporation of ExecOnline products into our clients’ L&D goals, while overseeing ongoing maintenance and upkeep in the technical relationship lifecycle
  • Serve as the CS team’s in-house partner by advising on implementation design and deployment solutions through your advanced technical product expertise
  • You will help streamline and codify technical and product-related processes and guidelines on behalf of the team, ensuring proper enablement support and execution on carrying out our client-facing service.

What positions you for success:

  • Previous 3-4+ years domain knowledge and experience with SaaS or tech-enabled products or solutions, complemented by a deep understanding of backend/third-party components and configurations involved
  • Strong written and verbal communication skills to navigate through situations with those of lesser technical fluency
  • Excellent oral and written communication with a strong ability to influence and partner with stakeholders across multiple organizations
  • Experience and proficiency with major browser/desktop configurations, along with working knowledge of information systems, network/firewall infrastructures and/or cybersecurity concepts.
  • Desire to focus on customer satisfaction and the full end-to-end experience by promotion of an end-user support and problem solving mentality
  • Direct experience with Enterprise-level/B2B service models and global/highly-matrixed organizations is preferred.
  • Exposure or familiarity with online live video conferencing technology, web development teams and approaches, and analytical tools are a plus.

Benefits, Perks, and Resources:

  • Accelerate your career: take any of our high-impact courses, for free
  • You’ll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future
  • Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements
  • Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings
  • Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences