Primary responsibilities include:- Reviewing & understanding existing/new customer business & communication challenges to successfully onboard and implement corporate communication, compliance and virtual meeting services. (i.e. Press Releases, SEC reporting, IR Websites & IR Feeds, Whistleblower Services) - Onboarding Education of new & existing customers to ensure they are proficient in our self-service platform. Re-training of new business contacts for existing customers throughout the life of their Platform subscription.- Maintaining a deep expertise of our Platform solutions as well as corporate communication & compliance best practices in order to provide ongoing value & support to customers.- Ensuring proper and consistent communication of onboarding status to the client, sales & operations teams throughout the Onboarding process.- Working closely with the Sales organization to manage client expectations & ensure that Onboarding Team has all information necessary for a smooth transition from pre-production to launch of contracted services.- Analyze, organize, & communicate customer feedback to the Product, Engineering & Sales Teams.- Establishing strong customer relationships and providing ongoing support to customers with regards to re-training & Platform support issues as they arise.Cross-Functional Contributions- Technical support ticketing system Implementation, Administration & Management (in service of IR website solutions) using Zendesk- Continuous Onboarding Process Improvement, Implementation & Internal Education- Cross-team internal process improvement, Implementation, Training & Support.

Responsible for maintaining a 24 hour SLA for all incoming customer support issues with customer base of approximately 25 - 30 enterprise clientsProvided support via email (using CRM software) to enterprise clients both domestic and world-wideIntegration support and maintenance of enterprise client accountsWorked with internal stakeholders to manage traffic trends in a production environmentCreation and distribution of client-facing outage notifications, status updates and issue resolution summariesDocumenting regular integration processes, campaign workflow and internal training materialsDeep-level troubleshooting on both software and network layers to resolve client issues, upgrade client connections and de-provision campaign traffic as neededWorked with Account Managers, Inside Sales team before, during and after customer integration to ensure campaign launch success.Worked directly with customers to provide technical support during the integration process via several communication channels (email, chat, and meetings over VOIP)

- Customer Integration/Account Configuration- Customer Training and Support (Enterprise Applications)- Project Planning and Execution- Campaign Management, Submission, Certification, Launch & Support- Internal & External Auditing/Compliance- Technical Integration Support (SMPP, HTTP, SMS, MMS)- Production Environment Testing- Product Management & Support- Vendor/Carrier Relations- On-call Application Engineering & Services Operation Support- Incident Management & Resolution- Process Development & Strategic Process Improvement- Documentation

- Campaign Operations Launch & Support- Customer-facing Product Support, Training & Testing (mCore Gateway, Campaign Manager)- Audit Management & Resolution- MMA Compliance Monitoring & Customer Education- Operations Support- Incident Management & Resolution- Internal/External Carrier Implementation Support- Process Development & Improvement- Customer Documentation

- Patient Scheduling- Medical Claim Billing (HCFA, WebMD)- Patient Data Entry- Diagnostic Coding (ICD-9)- Medical Transcription- Case Coordination/Management- Insurance Verification & Authorization (Medicare, Worker's Compensation, Private Health Insurances)- Record Keeping- Process Implementation & Improvement- Internal Training and Documentation- General Desktop Support