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Company name
Optimum HQ


Mesa, AZ

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MAIN RESPONSIBILITIES:Act as first line support\/problem solving (i.e. helpdesk) for Optimum applications.Provide process and data consultancy, analysis, and support for major technological and business projects.Work with other analysts, developers, integrators, and super users to ensure design, delivery, and implementation are appropriately coordinated.Define and manage product plans as well as ensure deliverables are met with each client.Assist customers in data model creation and how best to structure datasets to meet their needs.Create workflows to enhance the customer's existing process or bottlenecks.Listen to customers' needs and create solutions inside Optimum's platform in an efficient and timely manner.Keep note of future developments and releases of OptimumHQ upgrades or new implementation. Working with leadership and developers, prioritize releases and development of projects.Increase renewal rates and reduce client loss.Expand company's revenue through cross-selling and upselling with existing Optimum clients.Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer relationships.Drive new business growth through greater advocacy.Champion company-wide culture of Customer Success.Manage and support the interfaces developed within the Optimum platform.Ensure all interfaces are protected by adopting Optimum's standard processes such as Change Management and appropriate security, backup, and compliant processes, with supporting documentation.Provide first and second line technical support for Optimum-developed interfaces. Where required, escalate issues to system developers.Provide interfacing expertise and serve as a key liaison between client and Optimum staff, providing assistance in defining system integration requirements.Ensure any developments are fully tested to a standard where data integrity is maintained and in accordance with security and confidentiality standards.KNOWLEDGE, SKILLS, AND ABILITIES:Business analysis experience, including use of structured business process analysis and\/or improvement methodologies.Proven track record of driving business systems, process analysis, and change work streams within a wider change context, from design to implementation.Experience in user requirements definition and management for large-scale technology projects, including structured communication of requirements to software developers and other integrators.Understanding of workflow modelling tools or demonstrable ability to quickly learn new tools and techniques.Efficient use of all Microsoft platforms, especially Excel. Must be able to create Excel PivotTables.Ability to quickly identify and manage issues, finding the best path for resolution; keen to share knowledge and understanding to maximize company effectiveness.Strong customer service skills and passion for revenue and growth.Deep understanding of value drivers in recurring revenue business models.Analytical and process-oriented mindset.Demonstrated desire for continuous learning and improvement.Excellent communication and presentation skills.Resolves issues effectively: seeing real problems, being comfortable with conflict, calling out the problems, and solving the issues in a practical and timely manner.An understanding and\/or experience of different programming technologies.General knowledge of database design, data structures, and programming.Utilize experience and formal training of

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Optimum HQ

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