Position Overview
The Client Operations Specialist will serve as the identified SumTotal Operations Specialist for our major customer account(s), serving as the point integrator for significant projects, escalations and changes. As a member of SumTotal’s Managed Services organization, the COS will provide real-time support on our Enterprise products through e-mail and phone interactions with customers. The fundamental goal of this position is to help our customers achieve success with use of our products. This position involves handling and resolving complex technical queries and issues in the areas of product functionality, architecture, or defect correction along with custom projects.
Position Responsibilities
• Partner with the operations management team, manage large client engagements, focusing on the intersection between ongoing operations, support issues and significant services requests
• Work closely with Sales, Professional Services, CloudOps and/or Support organizations to facilitate resolution to escalated client situations and drive completion of root cause analyses as necessary
• Become our main client contact’s trusted partner
• Serve as SumTotal change manager to help ease and facilitate clients through large projects
• Solve complex and basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues
• Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly
• Effectively resolve escalated client issues and complete root cause analyses, when appropriate, in order to prevent future occurrences.
• Escalate top priority, production-critical issues to the appropriate technical staff
• Communicate with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
• Provide internal team leadership and assume team management responsibilities as required
• Provide process and product training; internal and external
• Develop and implement process improvements and standard operating procedures to maximize efficiencies and consistently exceed client service levels
• Identify, create and deploy proactive customer experience campaigns and drive retention and customer success
• Serve as the SumTotal 3rd party vendor liaison
• Manage ad hoc client management and organizational programs and projects, as necessary
• Actively identify additional revenue opportunities for SOW, cross product sales or training that will increase SumTotal value to the customer and increase customer satisfaction
Desired Skills and Experience
• Excellent communication skills (verbal, written, active listening)
• Demonstrated ability to manage client relationships and execute on complex business strategies, achieving measurable results – be the trusted partner to customers
• Experience in facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
• High responsiveness, persistence, 24x7 mentality with a strong work ethic and excellent client service skills
• Effectively collaborate, negotiate and persuade, while maintaining positive relationships with team members, internal partners, clients, and third party partners
• Comfortable with fast paced environment and all aspects of change management
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client.
• Exhibits strong leadership traits
• Prior experience with a consulting organization in a program management role, handling a variety of unplanned business activity successfully
• Strong mastery of Microsoft Office tools
• 7-10 years of experience in software application support using the CYBORG HR and Payroll systems is preferred or 10-15 years of payroll software support
Education and Certifications
• Bachelor’s degree or equivalent work experience
• Certified Payroll Professional (CPP) accreditation
• Bachelor's degree in Computer Science, Information Systems, Industrial Engineering, or other technology-related degrees.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law