Careers

Program Support Specialist II

Support EXP helps financial institutions deliver a differentiating customer experience by optimizing their CX performance. Our data-driven, comprehensive survey and mystery shop solutions; insight-rich actionable analytics; targeted CX research and expert guidance all work together to accelerate our clients toward success.

The Program Specialist II will be a key member of the Innovation & Technology team and will actively manage client relationships through a balanced mix of project management, reviewing voice-of-the customer banking research data, and providing excellence in client support, including program presentations and demos.

Responsibilities include, but are not limited to the following:

Essential Duties and Responsibilities:

  • Lead and project manage the new client and/or expanded client onboarding/implementation process to ensure successful deployment of Support EXP solution. Ensure client onboarding milestones are met as per process.
  • Review voice-of-the customer banking research data, qualitative text/comment analysis, to identify trends and problems and determine root causes.
  • Support and resolve client inquiries as appropriate. This may include supporting users through usage of the web application, making recommendations for best usage of the program, user training, user administration, and ownership or fielding of change requests and the distribution and follow-through of those requests.
  • Lead and own client-specific requests and tasks as needed.
  • Build relationships with client stakeholders managing and delivering a quality customer experience while ensuring that client service expectations are met and exceeded.
  • Proactively engage clients in regular meetings to review program usage, survey allocations/opportunities for improvement, resolution of challenges and making recommendations for improved or expanded program adoption.
  • Gather, analyze and interpret external and internal data on clients to keep Account Executive and leadership informed of trends, signals, opportunities, concerns, etc., for strategic and business decision-making.

Qualifications and Experience:

  • Bachelor’s degree or higher in business, marketing, data analytics, information technology or a related field.
  • Strong organizational skills with and experience supporting external customers.
  • Must have basic to intermediate working knowledge of MS Excel and be able to demonstrate examples of using Excel during the interview process.
  • Adaptability to a changing environment, understanding that work priorities may change.
  • Excellent communication skills and the ability to work in a fast-paced environment, both independently and as part of a team
  • Result oriented, able to think outside the box and identifying alternate solutions, critical thinking.
  • Intermediate to advanced proficiency with Microsoft PowerPoint and Microsoft Word.
  • Data analytics background a strong plus, including familiarity with SQL, databases or business intelligence software such as Power BI or similar platform.

Send your resume with a cover letter to SVP of Innovation & Technology, Dave Hilbig:  dhilbig@supportexp.com