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Datacor is a leading provider of enterprise software solutions (ERP, CRM, Asset Tracking, Simulation, and Formulation) for the process manufacturing industry. We help customers in chemicals, pharmaceuticals, food & beverage, and related sectors optimize operations and leverage data as a competitive advantage.
As a Senior Support Specialist, you will serve as the strategic point of contact for high-value support accounts, managing the delivery and success of complex client implementations and ongoing support. You will build and maintain strong relationships with key clients, acting as their primary advocate within Datacor.
Key responsibilities include:
• Strategic Account Management: Serve as the main point of contact for assigned strategic accounts, ensuring regular communication, proactive issue identification, and continuous relationship building.
• Issue Resolution & KPI Management: Quickly diagnose and resolve client issues while maintaining service level agreements and key performance indicators. Escalate complex technical issues to engineering and product teams as needed.
• Help Desk Coordination: Partner with client help desk teams to ensure seamless collaboration, share best practices, and provide mutual support for complex issues. Lead regular business reviews to discuss open cases, trends, and optimization opportunities.
• Project Delivery Oversight: Coordinate delivery management for client projects, monitor progress, identify risks, and implement solutions to keep initiatives on track.
• Escalation Management: Develop and maintain clear escalation procedures for unresolved issues, ensuring timely resolution and client satisfaction.
• Training & Optimization: Identify opportunities for client training and system optimization, working with internal teams to enhance customer success.
You will work cross-functionally with support, engineering, product, and sales teams to deliver tailored solutions that align with client operational and strategic goals. This role requires strong communication skills, strategic thinking, and a passion for delivering exceptional customer outcomes.
