Who We Are:
At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system.
We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency.
Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, an office in Victoria, Canada and a growing number of remote staff across North America and the world.
Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.
Customer Engagement Specialist:
Our Customer Engagement Specialist (CES) is responsible for improving customer satisfaction, adoption, and retention (loyalty). The ideal candidate will have a consultative and analytical approach to gain a strong understanding of our customers’ goals and ensure product alignment. They will act as a central point of contact for customers, handle inquiries, and resolve issues. Working as a key member of the Customer Engagement team, the CES is responsible for maintaining client relationships.
To succeed in this position, candidates will have exceptional communication, computer, and problem-solving skills. You are resourceful, analytical, adaptable, and organized with the ability to build rapport with customers.
Responsibilities:
- Understand customers' key business goals and objectives and ensure delivery against these goals
- Develop a deep understanding of the product lines and ensure that customers are utilizing the products appropriately
- Understanding how customers use the product for their business needs is fundamental to this role. Equally important is how they are not using the product. Providing relevant technical recommendations on solutions and enhancements is integral to the job
- Act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
- Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction, adoption, and high renewal rates
- Proactively work with the customer to ensure their software is up to date and on a supported version
- Lead quarterly customer business reviews, and regular check-ins to ensure engagement and satisfaction
- During regular check-ins, or via direct customer request, you are accountable for identifying and triaging new issues, proposing potential solutions, and escalating to the appropriate teams to the point of resolution
- Stay up to date with customers jurisdictional and legislative changes, communicating these to internal JTI teams to address the impact and provide recommendations
- State compliance coordination; business licensing, accounting compliance etc.
- Stay up to date with product developments, communicating these to customers addressing the impact and providing recommendations
- Inform customers of possible ways to expand solutions as needed
- Effectively work alongside other departments - including sales, professional services, finance, product, cloud operations, and support - acting as a client advocate to ensure an exceptional customer experience
- Resolving complaints and preventing additional issues by improving processes
Qualifications:
- 2-3 years of account management or customer success/engagement experience in the tech, or justice, sector
- Ability to become a product expert over time
- Experience working with criminal justice and/or governmental agencies
- Ability to work on several different projects and tasks simultaneously
- Extremely organized with exceptional time management; ability to manage competing priorities (PMP or CAPM certification preferred)
- Excellent communication skills; building quick rapport over phone, email, and presentation
- Strong interpersonal skills with the ability to build trusting relationships with team members, management, and customers alike
- Strong strategic thinking skills with experience providing advice and direction to Director and Executive-level contacts
- Ability to understand the client’s business and what drives decision making
- Adaptability and strong problem-solving skills
- Knowledge of Client Relationship Management (CRM) systems and best-practices
- Based on customer portfolio, preference will be given to candidates located in Central or Eastern Time Zones
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.
Reports to: Manager of Customer Engagement
Location: Remote; USA or Canada
Why Journal Technologies?
Visit www.journaltech.com/careers for more information, but highlights include:
- Competitive compensation based on skills, experience, and years of service.
- Quality medical, dental and vision coverage.
- Competitive paid time off as well as paid holiday time.
- 401(k) retirement (US) and GRRSP (CDN) programs.
- Annual professional development funds - $1,500 USD annual per employee.
- Book subscriptions with an extensive library in each office for personal and professional growth.
- Flexible working hours which you can coordinate with your supervisor.
- Ability for employees to work from a remote location (e.g., home) or office.
- Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.
- Travel opportunities between Journal Technology offices and with clients.
- We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people.
Equal Opportunity/Affirmative Action Employer: Employment at Journal Technologies is based solely upon the qualifications of the individual applicant, regardless of race (including traits historically associated with race, such as hair texture and protective hairstyles), ethnicity, religion, color, sex (including childbirth, breast feeding and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. This policy applies to all personnel actions and decisions, including recruiting, hiring, discipline, training, transfers, compensation, benefits, promotions and terminations, leaves of absence, benefits, and other terms and conditions of employment.
