Client Analyst I

Overview of Role/Job Purpose:

We are seeking a dedicated Client Analyst to join our team. The primary responsibilities of this role include addressing client queries, solving their issues, and delivering an exceptional level of client service.

The Client Analyst role provides daily support to CIS Essentials Clients based upon contracted services. Client Analysts work closely with the Client Success Managers to review and resolve reported issues, track SLA’s, manage support work queues, participate in client meetings, create and test rate changes for Clients, perform system configuration, coordinate release upgrades, and provide after-hours support for special projects or client outages.

Essential Job Duties:

• Interact with clients on a regular basis to understand their needs and ensure their satisfaction.
• Analyze client data to provide business solutions and improve client operations.
• Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate.
• Support the sales team with the new client onboarding process.
• Maintain knowledge of all product and service offerings of the company.
• Identify and develop new business opportunities with client contacts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user computing infrastructure.
• Perform desktop moves, adds, and changes as required.
• Develop and maintain desktop hardware and software inventory.
• Maintain relationships with desktop technology vendors and service providers.
• Learn appropriate software and usage to provide applications support to end users.
• Escalate due-diligence findings to regional refresh teams and the Compliance function.
• Enter customer data and documents into the customer database.
• Perform assigned daily and periodic processes in accordance with established procedures, practices, and policies.
• Accountable for proactive identification of issues, developing well-thought-out and viable solutions that are in line with our core competencies and established processes.
• Support Client Associates and Relationship Managers.
• Build positive and productive working relationships with VertexOne Clients.
• Analyze and troubleshoot Client issues in a timely fashion.
• Serve as primary contact for day-to-day Client inquiries and concerns.
• Perform client notifications as required (i.e. issues affecting client applications, scheduled down time, upgrades, etc.).
• Effectively work with other VertexOne Teams to implement changes that affect Clients.
• Monitor 3rd party applications and jobs.
• Participate in operations meetings with Clients and review outstanding issues.
• Attend Quarterly Review meetings with Clients.
• Escalate and communicate issues to VertexOne Management or Clients as needed.
• Periodic review of projects/change requests with client.
• Gather requirements from Clients as needed for projects, research or testing.
• Send notifications to Client to approve issues being requested as an emergency production fix.
• Provide status on projects and deliver required Client documents for approval.
• Maintain good Client relationship striving for high customer satisfaction.
• Work with Project Managers on Client upgrades or large custom projects.
• Create, test and manage Client specific rate changes.
• Coordinate code promotion requests and approvals with Clients.
• Ensure all Client communications and approvals are documented in Jira as per our audit control documentation.
• Create User Profiles in the system.
• Coordinate with Clients to implement new business rules, page rules, control file updates and security requests into test or production environment.
• Assist with preparation of test and production environments.
• Coordinate Client environment refreshes.
• Travel as required to VertexOne events or meetings.

Required Skills/Qualifications:

• Bachelor's degree in Education, Business, Finance, Economics, Accounting, Computer Science, or related field.
• Relevant certifications such as ITIL, PC, MCSE, MCDST, HDI, MCP, ASE, CCTS, IAD, JSDA are preferred.
• Strong knowledge of statistical software, desktop operating systems, Microsoft Office Suite, and computer terminology.
• Excellent communication and negotiation skills.
• Detail-oriented self-starter, extremely well-organized, and able to work on a deadline in a fast-paced team-oriented environment.
• Ability to collaborate effectively and proactively across the platform and work well as part of a broader team.
• Experience in the field of personal insurance (auto and home) is a plus.
• Very good knowledge of French and English (spoken and written) is preferred.
• Oriented towards customer service with demonstrated relationship management skills.
• Previous Customer Support experience.
• Utility experience or Meter-to-Cash experience preferred.
• Knowledge of CIS systems an asset.
• Excellent communication and organization skills.
• Knowledge of common desktop applications including Microsoft Office.
• Jira, SQL, and Excel skills an asset.
• Excellent interpersonal skills and a professional approach when dealing with clients.
• Attention to detail.
• Ability to multitask.
• Minimal travel required (10%).

JobFamily

Client Success

JobFunction

Individual Contributor

PayType

Salary

HiringMinRate

54000

HiringMaxRate

68000