Client Support Lead

COMPANY SUMMARY

Since 1992, Kingland has been a leading provider of enterprise software products, using innovative problem solving to address many of the most complex data, risk, and regulatory compliance challenges for some of the most integral companies in the world. Because our actions and decisions are guided by our purpose – delivering confidence to make the world work better – we create predictability, consistency, and trust in our business. This allows Kingland to serve like no one else can, upholding our values of authenticity, creativity, excellence, and ownership, enabling our clients to use data to confidently manage risk and comply with regulations.

We believe that every employee plays an important role in the business and contributes to the success and growth that we continue to experience. We seek individuals with unique skill sets that have the desire to work on mission-critical programs. We believe in the value of in-person connection and interactions within our US offices in Ames and Clear Lake, Iowa and Fort Myers, Florida, while also offering team members flexibility that supports the unique needs of both their work and personal lives.  By using best practices in developing and maintaining enterprise-class software products, you can be a part of an amazing team committed to our purpose and values. We hope that you will choose to launch yourself into an exciting new adventure at Kingland.

POSITION SUMMARY | Client Support Lead

The Client Support Lead is responsible for responding to client questions and requests and addressing client-reported issues for client solutions for which they are assigned. 

RESPONSIBILITIES AND DUTIES | Client Support Lead

• Receive, investigate, triage, resolve, and assign all client service tickets (CSTs)


• Escalate CSTs to Tier 3 support that require additional triage


• Ensure timely resolution of CSTs


• Coordinate all Client UAT and Production deployment activities, including scheduling, requesting, and receiving approvals as specified in processes and communicating status to client


• Provide standard reports and metrics to client and Kingland leadership


• Manage status of all outstanding CSTs on an ongoing basis reporting status frequently to your clients


• Lead support meetings between client and Kingland


• Monitor for critical events and escalate internally and to client as necessary


• Identify possible configuration changes based on monitoring activities


• Participate in on-call rotation for after-hours support


• Lead or contribute to root cause analysis (RCA) for high-severity or recurring incidents


• Document lessons learned and ensure preventative actions are tracked to completion


• Partner with Engineering and Product teams to reduce future incident volume


• Ensure CST handling follows defined SLAs, escalation paths, and documentation standards


• Identify gaps in support processes and recommend process improvements


• Ensure deployment and support activities comply with internal change management and audit requirements

POSITION REQUIREMENTS | Client Support Lead

• Bachelor’s degree or equivalent experience, required


• Experience in software development or client support profession, preferred


• Strong communication and client management skills, with the ability to communicate complex issues and ensure understanding to the appropriate audience


• Strong work and time management skills and attention to details


• Ability to adapt quickly to changes in priorities


• Strong analytical skills and the ability to think critically

BENEFITS

Kingland has an awesome suite of benefits that sets us apart from others. We are authentic in our commitment to providing team members an exceptional experience where they feel supported and valued by the Company, in an environment where they are set up for success. We recognize that each individual has unique needs, and our health and welfare, wellness, lifestyle and total rewards benefits are designed for that reason. Visit Kingland.com/Careers for a listing of the great benefits and perks we have to offer for this position!

LOCATION

• This position will be based out of our modern office location in Ames, Iowa or Clear Lake, Iowa