Client Support Analyst

Company Name:
Etairos Consulting
A Silicon Valley startup consulting company, comprised of multiple domain area Expertise Centers (ECs), is looking to hire a versatile Client Support Analyst with excellent interpersonal skills, a high degree of self-motivation, and a background in onsite and remote customer support experience. We prefer a candidate with generalist technology and business experience including exposure to direct customer support, marketing programs, web and social media, resource procurement and an understanding of basic IT infrastructure and customer facing applications. The ideal candidate will be able to provide first-line customer support capability for a large number of technology and business expertise areas.
Your basic duties will include web/phone real-time customer support, marketing programs implementation, website and social technology content creation, crowd-sourced resource procurement, contractor resource procurement, and crowd-sourced marketplace mining.
The ideal candidate will be self-motivated with a proven track record in customer support, delivery and domain knowledge. The candidate should be comfortable working for a dynamic, technical organization with a rapidly evolving and diversified customer base; must possess customer support skills and be able to communicate clearly and professionally when creating customer facing content, responding to emails, customer issues, etc.; needs to be organized and analytical, and able to support customers using creative and adaptive approaches.
Other responsibilities include the ability to:
Consistently negotiate for skilled resources at preferred billable rates for a multitude of sources.
Develop and maintain an effective crowd-sourced database on marketing, website & social media, including procurement of resources through crowdsourcing.
Maintain relationships with new and existing clients and strategic partners.
Support the execution of joint marketing programs to deliver new revenue streams.
Consistently maintain a reasonable number of weekly customer interactions.
Establish feedback mechanisms from customers, prospects, and partners to the EC team leadership.
Helps prepare EC team members for customer demonstrations and presentations.
Helps multiple ECs leverage joint IP and utilizes corporate assets and resources to help prepare for customer engagements.
Additional Expectations:
- You must be motivated to operate in an entrepreneurial spirit. Your energy, dedication and output will place you in an accelerated path to becoming an equity partner.
- You must be willing to navigate through the daily constant issues of a fast growing small company.
- You must be consistently exhibit high standards of quality, integrity, client respect and continuous improvement.
- You must be a player coach who is dynamic enough to perform client work while coaching others at the same time.
- You must be "service driven" and "results focused" for our very important clients.
Job Specific Specialized Knowledge & Skills:
Successful track record meeting your goals and objectives.
Successful track record of procuring technical and service delivery resources.
Demonstrated ability to develop and maintain marketing plans.
Demonstrated knowledge of consulting acumen, service delivery and customer relationship development.
Demonstrated ability to successfully negotiate contracts.
Strong ability to create presentation messages, positioning statements, and other sales & marketing collateral.
Flexibility in work schedule and potential travel.
Demonstrated ability to work independently and achieve goals with minimal supervision.
Ability to perform in a dynamic and fast-paced environment.
Additional Skills:
Write comprehensive, metrics based customer marketing plans.
Passionately service existing clients and new clients
Be heavily engaged in client relationships, client projects and ensure performance level of "exceeds expectations" for client relationships
Effectively present and sell all EC work/proposals to clients. Support other EC team members.
Education, Experience & Training Required:
Bachelors degree in business or relevant technical related area.
Minimum of 5-7 years of experience in supporting, and/or delivering servicing technology solutions.

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