Senior Client Support Analyst - Remote

Overview

The Senior Client Support Analyst serves as a trusted advisor to clients, managing high-value accounts and driving strategic projects.

In Short

• 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.
• 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.

Requirements

• 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

Benefits

• Great compensation package and annual bonus plan
• 401K with a 4% company match with immediate vesting.
• Comprehensive health, dental, and vision plans.
• 5 sick days each calendar year.
• 12 paid company holidays and 2 paid volunteer days.
• Wellness plans, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more.