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TITLE

 

SOLUTIONS ANALYST

COMPANY

 

The Rainmaker

LOCATION

 

Alpharetta, GA, US

Description

The Solutions Analyst will work with the Customer Support organization to provide service for Rainmaker products. The Solution Analyst may also be called to proactively contact customers on a regular basis to ensure customer satisfaction. The Solutions Analyst will also work with the rest of the Rainmaker team and might be asked to help with implementation, training and account management functions. This position is crucial to high customer satisfaction among Rainmaker clients.

KEY ACCOUNTABILITIES

* Provide support to customers in troubleshooting application issues, including providing operations support for nightly processing of Rainmaker applications

* Conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment

* Quickly develop deep business and technical knowledge of Rainmaker’s pricing and revenue optimization solutions

* Prioritize multiple projects and/or issues at any given time in the face of tight deadlines, high customer expectations and demanding Rainmaker standards

* Distill complex topics into key talking points and then communicate them to clients and co-workers in a simple and coherent manner using a consultative approach

* Develop rapport with key Rainmaker customers

* Communicate with IT Systems Support representatives of customers and their associated vendors

* Support customers with business and/or technical questions

* Perform light data analysis using database tools

* Participate in and contribute to support and product development meetings

* Work with the rest of the team to help build and maintain strong customer relationships, customer satisfaction and success for Rainmaker customers

* Proactively promote Rainmaker’s new products and product enhancements

* Participate in ongoing Rainmaker product training, and in communicating enhancement requests to the product team

* Assist as required with the implementing new customers

* Participate in weekly calls with project teams to help ensure projects are on target

* Conduct in-person or remote customer training for all levels of the organization

* Assist with product presentation to new sales prospects

* Work a weekend rotation (as required)

* Some travel may be required

 

COMPETENCIES

 

Communication

Project Management

Change Leadership

Client Centered Approach

Professional Orientation

Results Orientation

Problem Solving

Partnering

Technical Expertise

QUALIFICATIONS & EXPERIENCE

 

* A Bachelors’ Degree is preferred

* Excellent communication skills, both written and verbal

* English verbal and written proficiency required; other languages an asset

* Strong problem-solving skills and strong commitment to customer satisfaction

* User proficiency in Microsoft Office tools: Word, Excel, Outlook

* Technical proficiency in Microsoft Windows operating system, web services, file management, Remote Desktop

* User proficiency in Microsoft SQL Server, SQL query, data importing / exporting / manipulation

* Demonstrated ability to work in a dynamic environment

* Proven ability to work well in a team environment

* Prior experience with other Revenue Management Systems or hotel Property Management Systems an asset

 

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