Service Operations Specialist

Company: Deposco
Location: Alpharetta
Posted on: June 7, 2021

Job Description:

The supply chain space is forever evolving and in need of constant improvement. We are a Customer Performance team with a relentless pursuit of customer delight, insight, and confidence. A customer experiencing continuous improvement and stability makes an incredible impact on the loyalty they will have with a SaaS provider. If we strive to listen, advise, and frequently challenge the status quo, we can create that customer experience. We are looking to hire a Technical Account Manager (Continuous Improvement Advisor); this role at Deposco offers a unique opportunity to combine technical aptitude, business skills, supply chain knowledge, and client interaction in an exciting, software vertical career.

Deposco’s Continuous Improvement Advisors are primarily focused on client engagement post initial installation. You will work with a large number of clients both dedicated and shared. Deposco products you’ll work on:

• Bright Warehouse: Warehouse and Distribution Management
• Bright Order: Distributed Order Management
• Bright Source: Planning and Procurement
• Bright Store: Inventory Management and Point of Purchase
• Bright Socket: Systems Integration
• Bright Performance: Business Reports and Dashboards

What You’ll Do

As a Continuous Improvement Advisor you will work closely with your clients on post go live projects (both small and large), ensure system stability, and work to improve the overall customer experience through the system. Additionally you will act as a key voice of the customer translating customer feedback to shape product roadmap.

• Configuration, testing, and issue resolution
• Become a product expert
  • Find ways to correctly and accurately capture customer feedback to help shape and influence the product roadmap
• Manage and utilize customer service software
  • Configure updates
  • Manage tickets and point of escalation
  • Introduce new forms of communication and client engagement
  • Improve system visibility
• Foster client product knowledge
• Project management
• Work closely with Customer Success
  • Maintain customer account health information
  • Solution design
  • Strategize and implement client impact opportunities
• Work with product team on client enhancements and roadmap adoption
• Collaborate with clients to solve challenging business requirements
• Minimal travel required. An occasional project will be spent on-site working directly with the customer’s project team
• Off hours occasionally due to peak session or off hours team availability constraints (minimal)
• Work towards key SaaS metrics

Requirements

Nitty Gritty (What You’ll Need)

• 3+ years of experience leading software support or implementation consulting
• Experience leading and coaching people
• Experience working with customer service software (Freshdesk)
• Experience working with complex software, supply chain is a plus
• Experience troubleshooting and developing SQL queries
• Experience in XML and JSON files formats
• Ability to handle multiple projects and tasks simultaneously
• Creative problem solver
• Excellent communications and task management skills
• Enthusiastic and positive attitude
• Ability to work and collaborate with team members both technically and functionally in nature
• Self-motivated and hungry to learn
• Position located at the Alpharetta, GA office

Benefits

Perks:

• Competitive salary commensurate with skills and experience
• Company equity
• Be part of an energetic team that is serious about delivering innovative software solutions to customers and cultivating our culture. We work awfully hard and are having a blast doing it. This team believes that what we are doing is a game-change in the industry.
• Corporate events including movie nights, Top Golf outings and other shenanigans.
• Excellent benefits package, with the majority paid for, including: medical, dental, vision, long-term and short-term disability, life insurance. A 401(k) program as well as a generous paid vacation and holiday schedule.

Keywords: Deposco, Alpharetta , Service Operations Specialist, Other , Alpharetta, Georgia