Business Support Analyst - French Speaking Confluence
As part of the Support Services team, your greatest assets are your teammates. Our platform requires both an excellent understanding of client business challenges and the ability to translate this need into applied software solutions; each member of the Support Services team brings unique expertise based on industry experience in financial services and/or information technology. Creative thinking, adaptability, and the desire to serve ? both clients and one another ? are critical to success. If you are looking for a highly collaborative environment where the first question is, "How will this improve our client experience?" Support Services at Confluence is the team for you.
Confluence's most important asset is its clients. The mission of the Business Support Analyst is to:
Ensure that all clients are receiving the maximum value out of Confluence solutions.
Act as the voice of clients to the rest of Confluence, and the voice of Confluence to clients.
Business Support Analysts are responsible for all clients/products post-implementation.
Manage client loyalty to Confluence by:
Knowing the client
Product Usage / Entrenchment
Managing the relationship
Lead recurring support calls with clients
Collaborate with the Support Manager on all Relationship Reviews
Communicate client satisfaction and plan to resolve any major outstanding issues to management
Resolve client issues with Confluence software solutions
Escalate issues to other Confluence teams as appropriate
Communicate progress on issues, Service Release items, and product changes to clients
Educate clients on best practices for most effective use of Confluence software solutions
Manage the Service Release to include required product changes
Update CRM to reflect client knowledge
Communicate opportunities to sales
Ensure that all client opportunities and issues are addressed in a timely manner
Manage deployment of custom work and/or deliverables
Demonstrating Subject Matter Expertise in one or more Confluence software solutions
Bachelor's degree required in Business
Three years of financial services industry experience required
High creativity with the ability to solve complex business problems
Ability to learn independently and work with a high degree of autonomy
Proficiency with Confluence software solutions
Excellent organizational and communication skills
Ability to multitask, strong attention to detail, self-motivated willingness to take initiative
Ability to work more than 40 hours per week based on client demands
Ability to travel as needed
Confluence Technologies, Inc. is an Equal Opportunity Employer.
Please note that your Employment contract will be with Confluence International Ltd.
To signify your consent to your personal data being transferred to the USA for the purpose and in the manner described in the Data Protection section below, please include at the end of your cover letter the phrase, "I consent to the transfer of my personal data to the US for the purpose and in the manner described in the Data Protection section of the job description".
You should not submit your resume and cover letter to apply for this role unless you consent to the transfer of your personal data contained therein outside the European Economic Area (i.e. the EU plus Iceland, Liechtenstein and Norway), namely to our parent company, Confluence Technologies Inc, whose corporate offices are in Pittsburgh, Pennsylvania, USA. This transfer is necessary because although your employer will be Confluence International Ltd ("we", "us"), the selection procedure is being managed by our parent company because the successful applicant will be managed by the Vice President of Global Sales within it.
The USA does not have the same data privacy laws as are applicable to us. This means the protection afforded to your personal data in the USA may not be the same as that in the UK. However, your personal data will be used by us and our parent company only for the purpose of the selection procedure. We take appropriate technical and organisational security measures to guard against unauthorised or unlawful processing of your personal data and against accidental loss or destruction of, or damage to, your personal data, in accordance with our obligations under the Act. We require our parent company to do the same.
Personal data includes (e.g.) your name and contact details and any other information which identifies you. Sensitive personal data relates to (e.g.) a person's race, sexual life, criminal allegations or offences, trade union membership, religious or other beliefs and their mental or physical health.
In order to protect your own interests, you should not include any sensitive personal data in your resume or cover letter.
Your personal data may be disclosed to carefully selected service providers appointed by us or by our parent company to help with the selection procedure. In addition, your personal data may be disclosed to legal and other professional advisors. It will not be disclosed to anyone else except with your permission; as required or permitted by law or regulation (i.e. for tax or other purposes) or legal process (i.e. by a court or tribunal); in connection with legal proceedings; and/or to successors and assignees in the event that our management, administration or shares (or those of our parent company) are taken over by any third parties during the selection process.
When this role is filled, if you are not the successful candidate we will destroy hard copies and permanently delete electronic copies of your personal data. Our parent company will do the same.
Please let us know if you have any questions about this statement or the use of your personal data.
- See more at: http://www.confluence.com/en-us/careers/listing.php?Business-Support-Analyst---French-Speaking-19#sthash.xqwMyN1L.dpuf
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