• Customer Solutions Manager

    Job Locations US-MA-Watertown
    Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Purpose

    Liaison, recently named to Glassdoor’s 2017 Best Places to Work, offers the following:

    A place to work with fun, smart, collaborative and driven people.  Liaison is unique in that we are an established and profitable company but have that fast-paced energy and feel of a start-up.  Our SaaS based admissions management software and services helps millions of students take the next step in their academic career and is utilized by over 5,000 academic programs!!  

     

     

    The Customer Solutions Manager is responsible for taking ownership of internal application processes, school and association questions and requests, support issues, and training for assigned application services. You will work closely with the Account Management team to maintain positive relationships with schools and associations and ensure that our clients have a successful admissions cycle each year. 

    Accountabilities

    • Serve as point-person for inquiries and concerns of assigned schools and associations via telephone and e-mail in a fast-paced environment, building strong, positive relationships
    • Serve as an expert resource for assigned services, interfacing with the operational divisions , Product, and other internal teams to ensure policies and procedures are correctly maintained.
    • Ensure the corporate knowledgebase contains current information for all assigned services by conducting regular reviews and updating information.
    • Interface with technical support, development and QA teams to track, troubleshoot, and resolve customer issues in a timely manner
    • Interface with finance to track, communicate, and resolve fee payment issues and manage fee waiver programs.
    • Deliver necessary Liaison product/service training as required to internal teams, new hires, and clients for assigned services.
    • Support Account Management team by assisting with blast email campaigns, general applicant and school communication, and application policy/procedure changes, and maintaining records.
    • Support external clients by maintaining accurate records on applicant data, compiling reports, assisting with virtual applicant fairs, participating in regular client calls, and attending external events and conferences as necessary.

     

    Position Requirements

    • Bachelor’s degree required
    • 4+ years in a customer service role
    • Strong technical background
    • Demonstrated comfort with learning and supporting software products
    • Excellent problem solving and resolution skills
    • Strong interpersonal, written, and verbal communication skills
    • Exceptional skills related to handling multiple priorities in a high-volume, fast-paced, multi-product environment
    • Demonstrated experience with MS Office Suite and web-based information sources

     

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