Customer Success Specialist

Position Overview

ACA Group is seeking a Customer Success Specialist who will work directly with its software clients to ensure they receive the maximum value from our products. The role involves working from multiple office locations including Pittsburgh, PA; Medford, OR; Chattanooga, TN; NYC (Near Grand Central Station); Portland, Maine; Boston; and Chicago. This position requires the candidate to be onsite 2 days/week (Hybrid) in one of these offices.

Key Responsibilities

• Resolve customer service issues by answering questions or referring clients to appropriate technical support resources.
• Update the Customer Success development team on client technical problems or issues.
• Provide client feedback to the customer experience team for product improvement.
• Proactively contact clients to ensure the software is used to its full potential.
• Perform ad-hoc work and special projects as necessary to support ACA on various client and internal initiatives.

Required Qualifications

• Bachelor’s Degree required; a major or concentration in business, accounting, or finance is preferred.
• Three (3) to five (5) years of experience in a corporate environment, with experience in financial services or compliance being a plus.
• Experience with Zendesk software is a plus.
• Demonstrated professional integrity.
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs.
• Ability to work well in a fast-paced, small-team environment.
• Ability to work independently, multi-task, and prioritize effectively.
• Ability to establish and maintain effective working relationships with colleagues and clients.
• Highly motivated and goal oriented; proactive in one’s own education and career progression and takes initiative on both internal and external projects.
• Dedicated to upholding ACA’s high-quality standards and customer service focus.
• Strong organizational and problem-solving skills with careful attention to detail.
• Strong oral and written communication skills.
• Proficient with Microsoft Office applications, Adobe Acrobat, and Internet usage.

Locations include: Pittsburgh, PA; Medford, OR; Chattanooga, TN; NYC; Portland, Maine; Boston; and Chicago. Nearest major market: Pittsburgh.