Customer Success Analyst (Production Support)

Fonteva, Arlington, VA

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The primary focus of our Customer Support Analyst is to handle support issues for all Fonteva customers. This position is for someone who is highly motivated, self-directed, and has a desire to work on the Salesforce platform. This individual must possess excellent analytical and communication skills and have the desire to deliver outstanding support.

As this is a customer-facing role, the Customer Support Analyst must be able to communicate effectively with customers of varying technical abilities.

Responsibilities

Responsible for providing a great customer experience to Fonteva customers by proactively managing issues through the case management life cycle
Follow established procedures to identify and escalate priority issues to the appropriate resources
Issues fielded by Customer Support include product defects, product enhancements, and customer specific configuration and customizations. As such, the ability to understand business requirements and translate them into functional requirements is critical.
Assist Customer Support Engineers with producing solutions that meet or exceed customer expectations
Act as liaison between customers and Customer Support Engineers to resolve product issues and complete configuration or customization requests
Continuously evaluate and identify opportunities to drive process improvements that positively impact customers’ experience. This includes driving new knowledge base content and participating in the Fonteva user community.
Effectively communicate customers’ desired functionality to the Product Management team
Other duties as business needs arise and require, as agreed with Supervisor.

Requirements

Bachelor's degree in a technical discipline
Salesforce certification (ADM 201), or ability to attain certification within 90 days of employment required
2+ years providing customer facing product/technical support for SaaS solutions
Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions
Understanding of Salesforce administrative tasks, such as creating users, profiles, roles, page layouts, workflows, approvals, reports, analytic snapshots and dashboards, and email services a plus
Must be proficient with analyzing log files and standard debugging concepts
Experience providing web development support is highly desirable
Familiarity with tools and practices of the trade such as case management, knowledge base, defect, and escalation management
Some travel necessary as required by customer

Fonteva provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Fonteva complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

About Fonteva

Our Vision We believe that what makes you unique is the source of your power, which is why we build personalized and strategic solutions optimized to turn your unique qualities into success for your customers and members. Our Mission To deliver highly configurable membership, events, and eCommerce applications on an innovative platform that can easily scale and quickly integrate with other business solutions.