Customer Success Implementation Specialist

Summary

EHS Insight, a StarTex Software brand, provides environmental, health, and safety software to organizations worldwide. The Customer Success Implementation Specialist implements customer business requirements in EHS Insight, configures custom fields, formulas, reports, and integrations, and supports customers throughout onboarding and ongoing use. The role also diagnoses issues, responds to tickets, assists with APIs and configuration, and conducts integration planning meetings and demos.

Responsibilities

• Become a product expert and work toward improving our platform
• Gather customer business requirements, determine the best solution, and implement it in EHS Insight
• Act as the technical point of contact for the client's project team and configure EHS Insight to their needs
• Diagnose, debug, and document issues in the platform
• Provide timely responses to high priority tickets and incidents
• Work under limited supervision with considerable latitude for personal initiative
• Respond to customer inquiries through our ticketing solution, FreshDesk
• Assist clients in understanding the API and setting up roles, modules, reports, and more
• Conduct demos and meetings regarding integration planning and configuration

Skills

• Knowledge and experience with SQL Server queries, XML, JSON, and JavaScript
• Understanding of APIs and how to call them using Postman
• Knowledge and experience with advanced Excel (functions, macros, pivot tables, etc.)
• Ability to be flexible and work analytically in a problem solving environment
• Excellent written and oral communication and interpersonal skills
• Strong organizational, multi tasking, and time management skills
• Ability to work successfully across different departments and teams
• Excellent analytical and problem solving skills
• Ability to work efficiently under deadlines
• Resourcefulness in resolving issues
• A working understanding of web technology and browser based applications (APIs, SaaS, web platforms, etc.)
• Experience supporting SaaS based software systems and working with customers to determine technical issues
• The ability to readily modify, respond to, and integrate change with minimal personal resistance
• Excellent interpersonal, verbal, and written communication
• The desire and willingness to go beyond expectations to meet goals and objectives, and to encourage the same in teammates
• Clearly conveys detailed and complex information and ideas to various levels of management through a variety of media, in a manner that helps them understand and retain the message
• The ability to bring one's view across clearly without damaging the relationship with the other party
• Environmental, Health, and Safety experience is a big plus
• C# or Visual Basic experience
• Experience writing code to call APIs and manipulate data
• Business Analyst experience a plus

Qualifications

Must Haves

• Knowledge and experience with SQL Server queries, XML, JSON, and JavaScript
• Understanding of APIs and how to call them using Postman
• Knowledge and experience with advanced Excel (functions, macros, pivot tables, etc.)
• Ability to be flexible and work analytically in a problem solving environment
• Excellent written and oral communication and interpersonal skills
• Strong organizational, multi tasking, and time management skills
• Ability to work successfully across different departments and teams
• Excellent analytical and problem solving skills
• Ability to work efficiently under deadlines
• Resourcefulness in resolving issues
• A working understanding of web technology and browser based applications (APIs, SaaS, web platforms, etc.)
• Experience supporting SaaS based software systems and working with customers to determine technical issues
• The ability to readily modify, respond to, and integrate change with minimal personal resistance
• Excellent interpersonal, verbal, and written communication
• The desire and willingness to go beyond expectations to meet goals and objectives, and to encourage the same in teammates
• Clearly conveys detailed and complex information and ideas to various levels of management through a variety of media, in a manner that helps them understand and retain the message
• The ability to bring one's view across clearly without damaging the relationship with the other party

Nice to Haves

• Environmental, Health, and Safety experience is a big plus
• C# or Visual Basic experience
• Experience writing code to call APIs and manipulate data
• Business Analyst experience a plus

Benefits

• Flexible PTO
• Six weeks of paid parental leave for exempt, full-time employees
• Medical, dental and vision coverage – including an employee-only option with premiums fully paid by the company
• Teladoc virtual healthcare services
• Employer-paid short-term and long-term disability coverage
• Employer-paid life insurance
• 401(k) with employer match
• Access to legal services and additional voluntary benefits
• Fully remote work environment