SaaS Delivery Associate

CEDAR CX Technologies
Atlanta

SaaS Delivery Associate


Summary:

CEDAR CX Technologies is a leading provider of powerful SaaS solutions for Customer Communications Management (CCM). We provide pathways for best-in-class financial institutions to reshape the way they communicate with their customers and partners.

Our Client Support associates are skilled business and technical professionals; responsible for solving problems for our clients with technical solutions. The SaaS Delivery Associate will gain strong foundational understanding of CEDAR CX’s software, the technologies and infrastructure required to support SaaS in a high availability model while working within a cross-functional team environment. The position is responsible for building effective relationships with clients and internal teams to deliver exceptional customer service and operational excellence in a fast-paced environment.

CEDAR CX is looking for individuals with strong verbal and written communication skills, attention to detail and ability to work in a fast-paced environment that leverages the latest technology


Position Specific Competencies:

• Client Relationship: Serve as the main point of contact between client, and all internal and external teams.

• Client Support: Understanding of CEDAR CX service offerings as well as managing daily client product activity. 

• Change Management: Manage changes to existing services by documenting requirements, working with internal teams, and confirming that client requirements are met when changes are implemented.

• Issue Resolution: Manage resolution of issues, including troubleshooting, documenting, and escalating the issues to internal teams in order to achieve prompt and complete resolution to the client’s satisfaction.

• Process Improvement: Provide input to establish Client Services processes and continually seek ways to make existing processes more efficient and effective.


Requirements:

• 1+ years of experience supporting business clients in one of the following or related field: Software Services, Financial Services, Marketing, Quality Assurance. 

• Conscientious. Have an extremely detail-oriented personality, with strong decision-making and time management skills. Ability to deal with multiple challenges and varying priorities. 

• Exceptional written and verbal communication skills. 

• Demonstrate and foster teamwork with peers and others (internal and external) to provide highly responsive client service (Acts with a sense of urgency).

• Results oriented. The position can be demanding and flexibility of schedule may be required to meet the needs of our customers.

• Demonstrated experience exhibiting situational awareness while managing a team and/or a project.

• Experience creating and documenting detailed requirements.

• Proficient in MS Word, Excel, PowerPoint and Outlook.


Education: 

• Bachelor’s degree from an accredited college is required. 


Benefits:

• Health, dental, vision, life, and disability insurance

• Never pay a deductible in-network with our Health Reimbursement Arrangement (HRA)

• Matching 401k

• 10 vacation days, 5 floating holidays, 7 PTO days and 8 paid holidays

• Business casual

• Flexible work hours

• Work from home opportunities

• Fun, fast-paced environment

• Free workout/gym facility

• Opportunities for advancement



Are you up for the challenge to support our customers that utilize the leading Customer Communication platform to meet their multi-channel (email, SMS, In-App, online, print) communication needs?