PowerAdvocate, a Verisk Analytics business, is the data leader for natural resources industry. Our proprietary FactBase, currently at $4+ trillion and growing, helps customers better understand their own businesses and develop strategies that drive operational and financial success. We work in the power, oil and gas, renewable energy, and mining & metals sectors helping executive teams improve how their businesses perform.

Is your ideal job providing exceptional service?  Are you energized when you are interfacing with external and internal customers to solve problems, provide program support and share your technical expertise?  Are you solutions oriented and focused on driving customer success?  If so, we may have the job for you whether this is your first job out of college or your next career opportunity.

About the Role:
This position provides software customer support including technical support, product support, and customer success functions.  The candidate will be a customer success specialist who answers client calls and helps them navigate through the Energy Intelligence Platform (EIP) assuring a smooth user experience, as well as plans and executes product support programs and provides customer-specific services which help customers optimize their investment in the EIP.  Additionally, this position administers and enforces software license agreements, monitors and enhances user adoption, and interacts with the sales team and product teams to support revenue growth. 

Must be willing to work morning or evening shifts during normal support hours between 8:00am and 8:00pm, Monday through Friday.

Roles and Responsibilities:
In addition to the following, other duties may be assigned as needed to meet business needs.
• Provide distributed telephone support, answering customer questions and calls as a member of 5-person team.  Deliver efficient and timely resolution of customer issues
• Support internal users advanced questions regarding software functionality, and configuration
• Provide customer-specific services for the EIP which help customers optimize the value of our software, data, and analytical solutions
• Provide programmatic support for Supplier Relationship Management, strategic sourcing, and category management projects and other types of product support projects as may be required as the EIP evolves
• Support configuration tasks during implementation projects and during on-going customer support
• Administer and enforce software license agreements 
• Monitor user adoption, diagnose problems, and develop and execute programs to ensure the EIP is meeting customer expectations so that customers renew their license agreements
• Be a liaison between the support organization and the technical/development organization to communicate and resolve issues  
•  Track and document customer calls, support requests, and projects.  
•  Provide feedback on product enhancements based on patterns observed in customer support calls
• Deliver product webinars to clients and assist the Training and Implementation Team to strengthen customer product adoption through on-site trainings.
 

• 0 - 3 years’ work experience; customer facing is a plus
• Bachelor’s degree
• Strong time management skills and multi-tasking abilities
• Strong communication skills (listening, written, and verbal)
• Experience with web-based applications 
• A strong desire to see PowerAdvocate customers succeed in solving their business problems
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Ability to work effectively both independently and in a small team environment
A plus:
• Demonstrated experience driving exceptional customer service
• Exposure to value drivers in recurring 
 

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

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