Full-Time Client Support Analyst (Remote)

Job Summary:The Senior Client Support Analyst serves as a trusted advisor to clients, managing high-value accounts and driving strategic projects. We are looking for expertise in compliance, regulatory aspects, and client lifecycle management. You will report to the Director of Customer Success.

Responsibilities:

• Be a trusted advisor to clients, addressing their strategic goals through consultative approaches.
• Train Levels I and II Analysts, building their technical and client-facing capabilities.
• Lead complex client projects, such as new feature adoption or dashboard or Smartsheet development.
• Promote product and process improvement by providing client feedback to Product and Development teams.
• Deepen expertise in compliance and regulatory aspects, ensuring clients meet industry standards.
• Manage high-level clients (Partners) or processes (spec analysis – internal, Federal and state).
• Experience with specifications for forms and federal and states.
• Research and understand client errors.

Industry Standards:

• Advanced skills in Customer Success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Experience independently managing high-value accounts and mitigating churn risks.
• Lead discovery sessions to identify upselling and cross-selling opportunities.
• Familiarity with Agile and Lean principles for continuous improvement in processes.

Customer Success metrics, Independent management of high value accounts

• Knowledge of payroll and US and CAN tax forms (W2, 1099, PR, T4 RL1)
• Experience with client billing and contract review
• Experience leading training and presentations with clients
• Advanced Excel skills (can maintain complex spreadsheets), Salesforce, and Smartsheet knowledge

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