Customer Success Associate

Job Description

SUMMARY

The Customer Success Associate's priority is to support the day-to-day management of client’s business activities, and will be responsible for the internal job production SLA monitoring, invoicing, and reporting.

DUTIES & RESPONSIBILITIES

Plan and strategize with management on direction of client business

Responsible for partnering with the Client Operations Team to monitoring all daily print production/ File sweeps/ File Reconciliation/ Job Monitoring/Print File verification and quality check

Manage entire production workflow of client projects (data processing, printing, fulfillment, mailing, invoicing, reporting, inventory management)

Responsible to oversee and track client SLAs and performance metrics

Pro-active management and timely response to client inquiries and needs

Collaborate with the Client Operations team in management of client Inventory including: NAV Kit Matrix, bulk shipments, Collateral Print Estimates/Proposals, and purchase orders

Plan and maintain capacity and load balance in coordination with production management

Collaborate with the Production Engineering team on new projects and production setups

Creation, submission and management of all tasks in Jira

Works closely with the IT team on submitting & prioritizing client requests

Responsible for researching and resolving production related issues

Liaison between the clients and all internal departments

Develop, manage and maintain client reporting and adhoc reporting

Responsible for updating and maintaining client specific information in confluence which include Standard Operating Procedures

Perform other duties as assigned

QUALIFICATIONS & REQUIREMENTS

Bachelor's degree from an accredited four-year college or university is required

Three (3) years of relevant work experience in client services, project planning, and strategic planning in vertical markets (i.e. Healthcare, Financial Services, Retail, etc.)

Proficient with Microsoft Office products (MS Word, MS Excel) and Jira/confluence is a plus

Must have a keen attention to detail, a strong work ethic, and the ability to thrive in a team environment

Requires moderate day-to-day direction in regards to solving problems and providing timely responses

Good Interpersonal and communication skills

Good at collaborating with co-workers to achieve company/department goals and values.

Has a basic knowledge of Technical processes

WORKING CONDITIONS

Must be able to perform the essential job duties. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

SALARY RANGE

Salary Range: $67,000-$75,000 + bonus

EQUAL OPPORTUNITY EMPLOYER

O'Neil Digital Solutions is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.Company Description

Founded in 1973, O’Neil Digital Solutions (ODS) is a leading IT consulting firm specializing in the optimization of complex end-to-end business process systems for a multitude of business verticals including Financial Services, Digital Media, Healthcare, and Transportation industries. ODS provides high-touch bespoke software engineering, systems integration, and infrastructure management services to clients of all sizes and industries. From large scale mass communication projects to highly secure and confidential data analytics using Big Data frameworks like Hadoop and AWS Redshift, ODS has a broad set of proven technical capabilities that help companies make complex digital transformations. ODS offers state of the art publishing solutions through our customer-centric applications and services include electronic document delivery, web applications, high-speed digital printing (color and black & white), automated composition, offset printing, warehousing and fulfillment services. ODS is headquartered in Los Angeles, CA and also has offices/plants in Texas and North Carolina centrally located to serve clients across the country.