Join EMAS Pro – Leaders in SEM Software

Careers

EMAS Pro is a dynamic and innovative, employee-owned technology firm. We are located in San Diego and have satellite offices in Missouri and Florida. For more than 40 years, we have dedicated our careers to student success. With more than 100+ years of combined staff hours in technology and higher education, we design our products and services to balance innovation with the best tools for relationship building for the higher education community.

We are always looking for the best and the brightest to join the EMAS Pro team.

  Current Opportunities at EMAS Pro:

EMAS® CRM Support Analyst and Client Account Manager

Position Description

Position begins on or before February 1, 2019, Apply Now!

Education Systems, Inc. (ESI) has a position open in La Jolla, CA or from a remote site for an EMAS® CRM Support Analyst and Client Account Manager on our Client Services Team. The CS Team provides a variety of technical support services and business support to EMAS Pro clients and colleagues. This position requires technical expertise, analytical skills, and excellent written and verbal communication skills. The successful candidate will work directly with software developers, clients & end-users to help them troubleshoot, monitor, and resolve issues which may occur. This position also has a key role during implementation of EMAS Pro solutions.

Main Responsibilities:

  • Provide excellent client support as a member of the Client Services Team, including providing managed services to select clients’ accounts
    • Serve as point of contact and work directly with clients on cases and concerns
    • Research with the client to fully diagnose any issues
    • Ensure complete resolution for client issues, including coordination of any needed escalation
    • Routinely update the client on active issues to gain additional information or to advice of status
    • Provide consultative guidance to clients, when appropriate, towards the resolution to their service issue.
    • Recommend “best practices” to clients as appropriate
    • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
    • Follow data integrity standards
  • Client Engagement:
    • Engage with select clients through ongoing outreach as EMAS Account Manager
    • Help ensure user-adoption and on-going product success for EMAS Pro clients
      • Help manage EMAS professional user community and EMASU resource portal to increase clients’ value received from shared expertise
    • Advise clients and alert EMAS sales personnel of potential additional client needs
  • Client and Staff Training/Education:
    • Maintain working knowledge of ESI solutions including new EMAS releases and new products
    • Develop training materials and procedures
    • Conduct client on-site training and/or remote web training in the proper and effective EMAS software usage
    • Maintain accurate, comprehensive, timely documentation of tasks and actions
  • Implement software solutions:
    • Work closely with EMAS Sales and Implementation team members to understand our clients’ business goals
    • Help effectively manage client’s expectations
    • Collaborate with clients for installation scheduling, training and to provide recommendations for effective practices
  • Perform system analysis
    • Document and report product issues to the ESI development team
    • Help assure client concerns are appropriately prioritized & timely addressed
    • Share client’s recommendations/product enhancements to product managers
    • When needed, remotely test client configurations to help verify operation
    • Identify, test, and recommend deployment for patches, upgrades, and add-ons
    • Author requirements documents, test plans, and training materials

Other Goals:

  • Become “resident expert” on designated ESI EMAS offerings and/or services
  • Assist and help present at annual and/or regional EMAS Client conferences
  • Travel occasionally for business

Skill and Knowledge Qualifications:

  • Demonstrate exceptional written and verbal communication skills
  • Exhibit presentation skills and effectively communicate technical and conceptual information to a non-technical audience
  • Possess and exhibit customer empathy, good customer diplomacy, and problem ownership
  • Diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems
  • Demonstrated skills organizing work, multi-tasking, and achieving timely outcomes
  • Ability to prioritize and to meet deadlines
  • Possess strong analytical and problem-solving skills
  • Demonstrate initiative and work well in a team environment
  • Account for time, deliverables via time tracking and reporting
  • Ability to manage stress, and work under pressure

Education and Experience:

  • S./B.A. degree, or combination of experience and education
  • 3+ Years’ experience providing assistance in a Technical Support environment
  • Relevant professional work experience with ERP/SIS/CRM/SaaS
  • Experience with software implementation and software training
  • Experience with Relational Database Systems, such as MS SQL Server, Oracle, MySQL
  • General knowledge of HTML, CSS and Web Content Management Systems
  • Experience supporting Web applications
  • Experience writing SQL statements, select queries and update statements
  • Experience with query report-writing software (DevExpress, Cognos or Crystal Reports)
  • Proficient with MS Office suite (Excel, Word, PowerPoint, etc.), HTML, FTP technologies
  • Experience with web page design and/or e-mail marketing is helpful
  • Previous experience working in or for Higher Education is preferred

Compensation and Benefits:

  • Annual full-time salary range $60,000 – $65,000 per work year based upon experience, location, and ESI determined role-related considerations
  • Potential to additionally receive $2,500 initial signing & relocation bonus payable upon successful completion of first year’s employment
  • Full-time employment
  • Potential to qualify for several outstanding ESI employee benefit programs as from time to time are offered and provided
  • 2019 ESI Employee benefits programs currently include
    • Company offset costs of health insurance
    • Company provided basic life insurance
    • Company paid 401K matching of Employee’s contributions up to 4.5% of salary
    • Up to 23 days per year Company paid vacation and personal time off
    • 11 Company paid holidays per year

To apply, email a cover letter, resume and qualifications to Nancy Kelleher at kelleher@emaspro.com

 

This role description is a summary outline of the typical position functions, and is not intended to be a comprehensive list of all possible responsibilities, tasks, and duties. Actual responsibilities, tasks, and duties may differ from those as outlined. Based upon ESI’s business needs, other duties as from time to time may be assigned and mutually agreed upon with Employee, and will become part of this position.

Current as of December 12, 2018