Client Success Manager (Client Services), Level I
Full-time
Job Summary
eVero Corporation is a leading technology solution provider for health and human services organizations, recognized for its achievements with the Long Island Innovator Award, the NY State Education Department NDEAM Award, and as a 2024 Long Island Top Workplace. We are currently looking for a motivated and tech-savvy individual to fill a Client Success Manager position within our organization.
The Client Success Manager (Client Services) plays a pivotal role in ensuring the successful utilization of eVero’s platform by our clients. This position serves as a bridge between our Client Services departments, Product teams, and our clients. The Client Success Manager will provide guidance, support, training, and troubleshooting assistance to our client base.
Primary Duties & Responsibilities
- Provide training and guidance to existing clients on using our products/services effectively.
- Manage and provide expert-level support for technical issues escalated from Tier 1 and Tier 2 support teams.
- Perform advanced troubleshooting and problem resolution to identify root causes of issues.
- Collaborate with other technical teams and departments to resolve complex issues in a timely manner.
- Document and track support cases, including escalation paths and resolutions.
- Proactively identify recurring issues and work with the appropriate teams to implement permanent fixes.
- Demonstrate business, industry, and program knowledge to be effective in delivering assigned products.
- Participate in on-call rotation for after-hours support as needed.
Qualification & Required Skills
- Tech-savvy individual with a strong background in training and troubleshooting software across various technologies, including desktops, mobile devices, and tablets; experience with the eVero platform is a plus.
- Willingness to learn about the I/DD industry niche and client population.
- Proven capability to collaborate effectively with cross-functional teams and departments.
- Customer-centric approach with a focus on delivering exceptional service and support.
- Flexibility to accommodate outside of standard business hours for critical issue resolution or client meetings in different time zones.
Required Education and Experience
- Bachelor’s degree in a related field.
- Minimum of 2 years’ experience in a client-facing role, preferably in implementation support, technical support, or customer success.
- Experience with CRM systems, project management tools, and collaboration software such as Halo PSA, Monday.com, etc.
Other Skills / Abilities
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Consultative approach toward clients.
- Possess following skills at Exceptional level
- Sound leadership skills
- Troubleshooting / Problem solving skills
- Time management
- Ability to multi-task
- Strong organizational skills
- Detail oriented
The salary range for this position is $32.00 – $38.50 / hour.
What eVero Offers
We are proud to offer a competitive salary with a comprehensive benefits package. These benefits include medical, dental, vision, long-term disability, 401K, paid vacation time, and a cafeteria plan. The salary we offer will always be commensurate with experience. And because we know that hard work should always be balanced with fun and quality of life, we also offer the following amenities:- A casual and comfortable work environment
- Convenient location in Long Island, NY with easy access to the Long Island Expressway and Route 110
- Newly renovated headquarters, featuring state-of-the-art technology, a Café, and a dedicated Recreation Room
- Fully equipped Gym and Cafeteria within the building
- Bi-weekly "Town Hall" meetings
- Monthly team-building events
- Regular Community Outreach events
- Seasonal outings and holiday celebration events
- A coffee bar with a wide array of snacks and trimmings
eVero is proud to be an Equal Opportunity Employer. Employment with this organization is based solely on qualifications and competence for a particular position, without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, disability, or marital, military, or citizenship status.