Client Success Analyst

Location: Philadelphia, PA

WHO WE ARE

Tempest helps destination organizations be powerful assets for their community. We do this by creating websites that locals can be proud of, providing cloud software that strengthens relationships, and marketing programs that support local communities

WHO WE ARE LOOKING FOR


We are looking for a passionate Client Success Analyst to join our team. You will work closely with our development, delivery, professional services, and account services team to support customers located in destinations all over North America.

The ideal Client Success Analyst candidate thrives in a fast paced team environment and collaborates well across departments to ensure SLA and client satisfaction goals are met.  Your strong multitasking and organizational skills will be leveraged in conjunction with must have interpersonal skills including verbal and nonverbal communication, the ability to handle conflict, teamwork, empathy, listening, and a positive attitude.  

If you are looking to strengthen and grow your technical support, training, and interpersonal skills; have a passion for Software, work well with others, and love to travel - this position is for you!

A DAY IN THE LIFE OF A TEMPEST CLIENT SUCCESS ANALYST:

  • Support customers in the usage of existing and new features of our software solutions including but not limited to the iDSS Saas Platform and Craft CMS
  • Address customer concerns received through Phone Call, Support Ticket, and community communication channels
  • Leverage and assist with creation of internal documentation and our growing customer-facing online community materials to solve customer concerns
  • Escalate complex requests utilizing existing escalation processes
  • Monitor the support ticketing queue frequently aiming to respond to all requests within 30 minutes or less
  • Virtual and In-Person Training of software solutions
  • Become a power user of Tempest products and provide valuable input to internal teams for continuous future improvements to our software
  • Teamwork and Collaboration
  • Travel (1-2 times per month)
  • Perform other duties as assigned

SKILLS

  • 3+ years experience working in a customer service/account management role
  • 2+ Years of Technical Support experience
  • 1+ Years of experience supporting a software product, preferably CRM experience (Salesforce, Microsoft Dynamics, tourism-focused CRM experience a plus iDSS, Simpleview, Ungerboeck) 
  • Proficiency in Microsoft Office Suite and Google Apps for business  
  • Experience working with a support ticketing system is a plus
  • Experience working with Jira is a plus
  • Strong communication skills both written and verbal 
  • Experience conducting online and in-person training
  • BA/BS Degree (Master’s Preferred)
  • Client First Mentality
  • Team Player
  • Detail Oriented
  • Strong Personal Skills

Perks + Benefits

  • Great Center City Philadelphia Location for Philadelphia based team
  • Flexible working from home and remote policy
  • Travel Opportunities
  • 401k Match & Profit Sharing
  • Health & Wellness
  • Health Insurance
  • Dental
  • Vision
  • HSA,FSA
  • Supplemental Life, Long Term & Short Term Disability
  • Onsite Gym
  • Wellness Programs
  • Company Outings
  • Generous PTO
  • Paid Holidays 
  • Casual Work Atmosphere
  • Career Growth Opportunities
  • Online Training and Tuition Reimbursement for ongoing education

SALARY RANGE

$45,000 - $55,000

If this sounds like a good fit, please email resume and cover letter to [email protected]