The Dedicated Customer Administrator functions as an extension of our customer’s team, ensuring the highest level of customer satisfaction with the use of their SilkRoad SaaS solutions.  This is a highly visible role and crucial to SilkRoad's success. The keys to this role are a focus on attention to detail, excellent people and customer management skills, and in-depth knowledge of all SRT products.

Dedicated Customer Administrators will act as a trusted advisor, handle technical issues, and provide best practices to their assigned customers.  Dedicated to these accounts, they will proactively identify initiatives related to our clients’ growth and business strategies, including ongoing system maintenance, administrative maintenance, and user adoption.  The Administrator will also be responsible for new SilkRoad technology customer integrations and fulfilling the role of primary contact for escalations.  

The ideal candidate will have great multi-tasking skills, excellent technical credentials, and most importantly, a friendly, consultative approach to addressing customer needs. The Dedicated Customer Administrator will be responsible for named accounts to ensure their success and ongoing use of all SilkRoad products.

Essential duties include:

• Provides an excellent customer experience for all accounts by anticipating and resolving customer issues in a manner that exceeds the customer expectations;
• Acts as a trusted advisor and assumes point of responsibility for customer satisfaction and growth;
• Listens to and encourages customer feedback through proactive communications, seeks out customer satisfaction levels and proactively identifies upcoming needs;
• Documents bugs, writes up field notes, and captures ideas and functional requirements that will improve our products and services;
• Works as liaison between business, technical, and sales personnel;
• Ensures clients are fully prepared to use the system independently;
• Provide user adoption sessions such as executive coaching, tips & tricks, and webinars;
• Assumes role of point-of-contact for all additional SilkRoad Customer Support or Services needs (i.e. possible buys, questions, etc.);
• Investigates technical problems, interfaces with development engineers to diagnose the problems and identify corrective actions for customers;
• Manages and, when appropriate, escalates customer issues to product management and/or engineering as needed;
• Captures and documents all feedback in Salesforce.com for reporting purposes.

• Demonstrated ability to work independently with minimal supervision, and also in a team environment.
• Strong organizational and excellent follow-up skills with attention to detail; proactively communicates status of issues to customers.
• Excellent judgment and problem solving skills.
• Teaching-oriented skills with the ambition and drive to help others.
• Ability to rapidly acquire a thorough knowledge of company products.
• Strong professional customer orientation with excellent work ethic and dedication.
• Proficient with computer software and MS Office applications, including Word, Power Point and Excel.
• Familiarity with HTML and/or JavaScript preferred.

• Bachelor’s degree in Business, Human Resources or related field preferred.
• Minimum of 2 years of consulting and or customer management experience.
• Talent Management or Human Resources experience preferred.
• SPHR/PHR certification preferred;
• Willing to travel domestically up to 15% of the time.