Client Success Analyst, Data Management

DUTIES AND RESPONSIBILITIES

• Assist clients in applying and troubleshooting SOLIDWORKS Data Management tools in their design/development, analysis, and manufacturing tasks
• Ensure customers are successfully engaged and utilizing SOLIDWORKS PDM, Manage and related products through telephone, web, email, and onsite communication
• Exercise of problem-solving skills and processes to assist our clients
• Determining and setting priority levels on customer issues to ensure timely and effective responses
• Obtaining relevant certifications in SOLIDWORKS PDM, and related products
• Developing and writing articles for company newsletter, generating additional technical content including videos, blog posts and white papers, and determining or preparing documentation for technical skills for new SOLIDWORKS Data Management product releases
• Extensive use of Oracle NetSuite and the SOLIDWORKS DSx Client Care and Order
• Limited travel only required for visiting clients on occasion to provide additional or escalated on-site support

REQUIREMENTS

• Two years or more of Industry experience in the field of systems troubleshooting, engineering, and/or computer science (this can include years in school toward a degree in these fields)
• Skills and Knowledge:
  • Existing experience with 3D CAD modeling, computer networking, and/or data management software preferred

• Strong verbal and written communication skills, as well as outstanding interpersonal skills (individual, group, in person and via electronics media internally and with clients

• Forward-thinking troubleshooting skills and problem-solving abilities
• Understanding of engineering and data management terminology and processes preferred
• Understanding of Microsoft Windows, PC hardware, and computer networking, as well as Microsoft SQL and various data management software preferred
• Work both independently and as part of a team is essential
• Ability to manage multiple tasks and long-term projects

Desirable:

• Associates or B.S. in Engineering, Information Technology, Computer Science, or similar is preferred

POSITION LEVELS

• Client Success Analyst I – Meets job description and basic job responsibilities.
• Client Success Analyst II – Meets criteria for Client Success Analyst Level I at a higher level. Qualified to troubleshoot and advise on any SOLIDWORKS or designated product category with reasonable amount of research time. Meets requirements of all established KPM’s on a consistent basis. Actively engages with customers on own initiative to build relationships and grow business. Has acquired designated product category certifications per onboarding and continuing education requirements.
• Client Success Analyst III – Meets criteria for Client Success Analyst Level II at a higher level and is identified as a Subject Matter Expert in one or more areas. Mentors Level I and II team members. Proactively engages with customers on own initiative, suggests ideas for new initiatives and can own projects through to completion.