Job Title: Client Support Services Manager
Reports To: Sr. Dir. Client Support Services
 
POSITION SUMMARY

This is a full-time position based in Pittsburgh, Pennsylvania for a professional software Implementation Specialist. The person selected for this position will be responsible for supporting CECity’s technology and client implementations. The Implementation Specialist is responsible for gathering requirements, initial data conversion, setup, documentation, client training, and technical support associated with new and ongoing implementations. The primary focus will be to provide critical support for Account Managers and to ensure that the client has a thorough understanding of CECity’s integrated platforms.

JOB PURPOSE:

The Client Support Services Manager is responsible for:

• Supporting Client Account Managers (and other CECity personnel) with external client projects, as well as, internal CECity projects.
• Providing support services for Client Account Managers in the execution of such project plans, including, but not limited to, the following types of tasks:
  a) Configuration, implementation, integration, data and content management, reporting, business analysis and troubleshooting of CECity’s content delivery products and technology platforms.
  b) Quality Assurance Review, documentation and refinement of such projects.
  c) End user technical support via Email, phone, web, and other means (definition of end-user based upon the particular type of CECity product or service).
• Identification of issues in CECity technology and reporting to appropriate CECity department for resolution.
• Business analysis and documentation (e.g. process/procedure/technical or end-user manuals).
• Backing up Client Account Managers with clients (e.g. communications), when a mirror to the Client Account Manager or the Client Account Manager themselves are not available (e.g. vacation, etc).
• Customer and colleague training and support for CECity products and services.

MINIMUM REQUIREMENTS:

Educational/Knowledge Requirements

• Bachelor's Degree or equivalent preferred.
• Customer service and software implementation background.
• Experience in content-based or technical quality assurance.
• Technical writing experience preferred.
• Strong writing and communication skills with both internal and external clients.
• TEAM-BASED COLLABORATION EXPERIENCE
• Strong customer service, software implementation and/or quality assurance experience required.
• Proficient in the use of the Microsoft Office Suite required. Working knowledge of HTML editors (i.e., Dreamweaver) preferred.
• Proficient in the use of project management software systems required (spreadsheets, Gantt charts, etc).
• Strong organizational skills and ability to follow through on tasks in an environment that requires multi-tasking.
• Excellent time management, prioritization and escalation skills.
• Ability to actively listen and to handle difficult or delicate situations with diplomacy and tact.
• Critical thinking and problem-solving skills to meet project requirements and quickly handle client issues.
• Ability to explain complex concepts clearly in written and verbal communications to clients.
• Ability to manage multiple tasks and projects with attention to detail and follow up.
• Ability to lead customer calls for project planning, implementation and training.

Send your cover letter and resume to Bonnie Silverman, Vice President Business Operations, at BSilverman@CECity.com.

Or mail to:
Bonnie Silverman
CECity.com, Inc.
285 Waterfront Drive East
Suite 100
Homestead, PA 15120