Professional Services Analyst

1. Manages and performs the entire process for assigned clients and ensures strict confidentiality and security of client and client s 3rd party (e.g. supplier) data, making decisions on behalf of the client and taking ownership for delivering accurate measures and reports
2. Independently creates, customizes, and determines all measures necessary in the process for clients and 3rd parties (e.g. suppliers) to participate in programs, identifies areas of skill deficiency for participation, and registers them for training as needed
3. Customizes document templates for assigned customer base to prepare tracking sheets that will be used to administer and monitor program status
4. Creates and performs custom client reports (if required)
5. Provides feedback and suggestions for internal process improvements to streamline the manual component of job responsibilities
6. Determines, provides, recommends and implements specific key criteria clients need to determine which 3rd parties (e.g. suppliers) should participate
7. Performs system maintenance as necessary, including but not limited to, updating templates, or creating them if necessary, and ensuring systems are properly setup and configured to client s requirements
8. Develops and designs customized instructions necessary prior to initiating and closing program reporting periods or campaigns
9. Analyzes system usage reports and ensures that any client or their 3rd party reported errors are addressed and corrected to specifications determined by the Specialist
10. Audits client reports and advise client s 3rd parties as needed in making necessary corrections
11. Manages all communications and follow-up activities to ensure information required by clients is reported in a timely manner
12. Tracks and monitors issues reported by clients or their 3rd parties, escalating critical issues and/or unresolved issues needing immediate resolution to the Professional Services Manager
13. Troubleshoots any issues submitted via email and utilizes supplier.io s ticketing system to ensure appropriate categorization and timely response of issues
14. Creates and maintains clear, concise, and easy-to-follow client correspondence templates providing detailed instructions customized to each situation
15. Ensures that documentation for each client is up-to-date and saved daily on assigned shared drive
16. Provides necessary information required by technical support team to help resolve client system issues and perform User Acceptance Testing to ensure that issues are correctly resolved per specifications
17. Provides rotational support to Level 1 Customer Support Team by working assigned shifts. This requires comprehensive knowledge of all product and service offerings, including Data and Software solutions
18. Provides troubleshooting and second level Technical Support for client support inquiries
19. Performs additional professional services as an extension of client Supplier Diversity or Procurement Programs such as ad-hoc report creation, benchmarking data compilation, supplier certification or affidavit collection and other support services as assigned

What You ll Need to Succeed:

1. Bachelor s degree, Certification, or equivalent experience
2. 4 years of SaaS experience across a variety of platforms.
3. Working knowledge of the most current technologies and products used in the industry .
4. Strong record of customer satisfaction across various computing platforms.
5. Excellent oral written communication skills
6. Strong working experience using MS Office.