Customer Support Specialist

OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVisionTM, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.
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Job Description
The OptiVisionTM Account Manager plays a critical role in managing and nurturing relationships with key customers. This role is responsible for being the primary point of contact for customer communication of technical topics, working with multiple accounts, and ensuring that customer needs are met by overseeing ticket management, release testing, and handling the estimation of enhancements process. The Account Manager will collaborate closely with the Customer Experience Manager, other Account Managers and internal teams to resolve customer issues in a timely manner and drive customer satisfaction.
Essential Duties And Responsibilities
Primary Customer Communication:
Serve as the key point of contact for assigned customers, maintaining regular communication and building strong relationships.
Product Knowledge:
Continue to develop and maintain a deep understanding of OPTIVIQ’s software solutions, including OptiVisionTM. Stay current with new product releases, features, and updates to provide accurate information and guidance to customers.
Customer Business Process Knowledge:
Continuously gain knowledge of the customer’s business processes and how they intersect with OptiVisionTM and other OPTIVIQ software solutions. Understand customer-specific workflows and requirements.
Ticket Management:
Oversee and manage customer tickets, ensuring timely responses and resolutions. Collaborate with support teams to escalate issues when necessary and track progress.
Release Testing (for Customers):
Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments.
Enhancement Estimate Process:
Upon request from customers, create Enhancement Tickets, Statements of Work, Estimation of Efforts and Documents of Understanding, working closely with the Customer Experience Manager for the generation of quotes and proposals. Liaise with internal departments to track and fulfill customer requests.
Customer/Product Issue Resolution:
Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments.
Collaboration with Account Managers:
Work closely with other Account Managers to share knowledge, insights, and best practices. Collaborate on cross-functional customer projects and initiatives.
Timecard Maintenance:
Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes.
Knowledge of Tools and Reporting:
Develop expertise in the tools and reporting systems used by OPTIVIQ to manage customer accounts, monitor service delivery, and report on customer metrics.
Regular Customer Meetings:
Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement.
Manages Multiple Customers:
Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.
Required Skills & Experience
Product Knowledge:
Experience in using, configuring, supporting and maintaining OptiVisionTM
Experience in the Pulp and Paper industry
Customer Relationship Management:
Proven experience managing key accounts in a B2B environment, preferably within a software or technology company.
Business Process Understanding:
Ability to understand complex customer business processes and how they relate to the implementation and use of OptiVisionTM.
Issue Resolution
Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions.
Communication Skills:
Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner.
Portuguese and English – Advanced Level
Ability to Travel Internationally
Organizational Skills:
Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.
Technical Aptitude:
Experience with CRM systems, service ticketing tools, and reporting systems.
Team Collaboration:
Ability to work well in cross-functional teams and share knowledge with peers.
Desired Skills & Experience
Bachelor’s degree in business, technology, or related field, or equivalent work experience.
A minimum of 5 years in a customer-facing role with account management experience.
Familiarity with SQL or other database querying skills is a plus.
Essential Functions
For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment. You must be able to lift and carry a laptop computer.