Software Implementation Consultant

2 weeks ago

Manila, National Capital Region, Philippines ClickUp Full time
Customer service is our #1 Core Value at ClickUp, and we want users of all sizes to experience the absolute best support interactions they've ever had. To make that happen, our Support Services Specialists work with our clients to ensure the support they receive is both contextual to their needs and exceptional.
As a Support Services Specialist, you'll have the opportunity to partner closely with some of our largest clients assisting them through email and Zoom. You'll work with many teams at ClickUp to both debug issues our users face, represent their needs across the company, and consult on their workflows.
Additionally, you will work in a revenue generating vertical of support. Managing a book of accounts assisting them in hands on workspace configuration, workflow validation, escalated support, and more. You will implement solutions that enable customers to unlock the value of their ClickUp investment while showcasing ROI and driving renewals.
The Role:
  • Build a deep knowledge of the ClickUp product to provide contextualized support to strategic clients.
  • Scope, validate, and optimize client workflows in order to enable adoption of the platform and drive renewals of both the product and the service.
  • Work closely with clients to understand their use of ClickUp, their goals, and their processes.
  • Become a trusted advocate for your users internally, representing their needs to key stakeholders at ClickUp.
  • Troubleshoot incoming support requests and own their resolution, managing user expectations clearly throughout.
  • Consult on their workflows to ensure they are maximizing on the value of the platform.
  • Partner with our sales and success teams to identify upsell opportunities.
Key Responsibilities:
  • Navigates all available resources to ensure knowledge of bugs, feature requests, workarounds, and adherence to documented procedures.
  • Continuously looks through the lens of providing the best customer experience.
  • Contribute to the improvement of team processes and client-facing support documentation.
  • Assist in the execution of services deliverables.
  • Build directly in the clients workspace.
  • Manage a book of business.
  • Drive renewals and generate positive NDR.
  • Ownership of client tickets.
Qualifications:
  • 2+ years prior experience in a consulting role, preferably with mid-market or enterprise customers.
  • Strong technical aptitude with experience in configuring, implementing, and customizing SaaS platforms.
  • Demonstrated customer-centric approach with a strong focus on delivering exceptional customer service.
  • Exceptional ability to establish and cultivate relationships with clients across all levels of the organization.
  • Excellent problem-solving and troubleshooting skills.
  • Outstanding written and verbal communication skills.
  • Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
  • Self-motivated, proactive, and able to work independently.
  • Proficiency in English
Desirable:
  • An existing familiarity with the ClickUp product.
  • Preferred experience in SaaS PPM software or collaborative work management (CWM).

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