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Apply for Client Support Specialist Position Here


Certona has been selected again (2013) as the Top Personalization Leader for five consecutive years on Internet Retailer's Top 500 Guide. This is something that we're all very proud of here!

At Certona, a Client Support Specialist is a trusted business advisor to our clients, providing valuable guidance around operation and optimization of their Personalized Recommendation Services.  

Our Client Support Specialists and Account Managers maintain long-term relationships with their assigned clients to gain an understanding of the clients organization and the Recommendations impact on overall business, their business drivers, and their service needs – providing a delivery plan that ensures their success with Certona’s suite of services. 

Mile High View  

  • This is an ongoing Client Relationship Management Role - post-sales / post software implementation
  • This is a Jr. level Acct Manager role and will be supported with Sr Account Management training and shadowing
  • Some experience in developing and maintaining strategic customer relationships
  • Experience with enterprise level software applications, familiarity with e-commerce SaaS models, and Internet services a plus. 

Key Responsibilities:  

  • Develop, nurture, and monitor effective communication channels with clients and internal teams to support  Client and internal goals
  • Create, execute and oversee action plans to track client activities and projects and ensure engagement by appropriate parties through completion
  • Handle daily support requests and triage any issues to a timely resolution
  • Continually capture and monitor Client business drivers to ensure the optimal solution set and further Client engagement with Certona’s services. 

Qualifications:   

  • Be open-minded, positive  and  creative - use those strengths to delight our Clients
  • Must be an effective communicator (both written and oral), able to tailor message format and content to the audience in an effective fashion.
  • Superior active listening skills are required.
  • Excellent organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
  • Excellent analytical capabilities to breakdown complex tasks into executable, sequential, and measureable steps.
  • Creative problem solver, able to accomplish goals through a variety of processes and tools.
  • Capability of staying abreast of technical developments outside of Certona and new business practices inside the industry.
  • Ability to deal with complex customer relationships. 

Highly Desired Skills:   

  • Retail/e-tail industry knowledge a major plus.
  • Familiarity with e-commerce SaaS models and Internet a plus. 

Education:   

  • BA/BS/Undergraduate
  • Fluency with Microsoft’s suite of business  products is a plus
  • Project Management tool experience is a plus 

 

 

Apply for Client Support Specialist Position Here