ChathamDirect Support Specialist

Overview:

We do not simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you have been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day.

We seek individuals who will thrive in our culture and make a significant impact over the long term.  Most of our team members do not come to Chatham with a deep understanding of derivatives; therefore, we conduct a mix of classroom and apprentice-style training.  We look for people who have consistently demonstrated drive, determination, academic, and professional accomplishments throughout their lives.  We invest a great deal of time in training our employees, and we are looking for individuals who want to make a long-term commitment to the company.

ChathamDirect is a robust SaaS based platform that helps corporate treasury teams manage financial risk, transactions, and hedge accounting. The ChathamDirect Team is seeking a Client Support Specialist to help meet the increasing need of our corporate treasury technology clients and prospects. The Corporates ChathamDirect Team operates in a dynamic environment, working with knowledgeable professionals and solving complex problems while building relationships to deliver meaningful impacts for our clients.

The Role:

The ChathamDirect Support Team is the first point of contact for many of our largest retainer clients, taking the lead in answering their questions and solving functional issues within the platform. For technical or advisory related issues, the Support Team member will coordinate with the appropriate Chatham employees to deliver timely resolutions. Front-end support and client satisfaction are the primary focus, while process improvement and internal communication are strong secondary focuses. Opportunities exist to expand the responsibilities of this role, particularly in client success.

Responsibilities:

• Gain proficiency in derivative products supported by ChathamDirect software
• Become a ChathamDirect technology subject matter expert with the client facing software and internal technology tools
• Build relationships with clients’ business users to understand their specific ChathamDirect processes
• Provide first contact support for existing clients within the defined service model
• Answer functional client questions, troubleshoot issues, and coordinate internally with team members to escalate issues when necessary
• Manage support cases, including phone and email, from initial logging to resolution using Chatham’s CRM tool
• Work with Product Owners to understand the overall product development roadmap and relay client feedback that positively contributes to the roadmap
• Work within the greater teams to understand the full client lifecycle from pre-sales, sales, implementation, ongoing support, and client success
• Own the ChathamDirect help documentation process of creating new and editing existing content within a dedicated support site
• Gather client case data, identify case trends, and present regularly to the team
• Represent the voice of our clients with key internal stakeholders

Contributors to your success:

Successful candidates for the role should possess the following skills:

• Ability to learn abstract concepts quickly, including but not limited to technology, finance, derivatives, and accounting
• Critical thinking and problem-solving abilities with a solution-based mindset
• Extremely high attention to detail, accuracy, and organization
• Collaborative mindset
• Aptness to gauge client satisfaction and the determination to drive a world class client experience
• Capability to quickly build professional relationships
• Capacity to prioritize and execute tasks in a short timeframe
• Ongoing desire to expand your knowledge and skillset while growing your career

Professional Requirements:

The following technical experience will help ensure success in this role:

• Bachelor’s degree 2+ years relevant work experience in client facing support or a software/technology-related field, preferably in a B2B environment
• Strong proficiency with Microsoft Excel and PowerPoint
• Experience with Salesforce, FreshDesk, or other CRM tool(s)
• Knowledge of SQL or other similar database technologies is a plus
• Exposure to software and data integration platforms such as API, ETL (e.g., Boomi) is a plus
• Basic understanding of the agile methodology and software development lifecycle is a plus
• Experience working within a client success operation is a plus
• Basic knowledge of Single Sign-On technologies is a plus

About Chatham Financial:

Chatham Financial delivers financial risk management advisory and technology solutions to organizations across industries and around the world by helping companies maximize value in the capital markets. At Chatham, we help businesses improve their bottom lines. But that’s not the only place we’re committed to making an impact. We look beyond our clients, too — enhancing the markets where we work, supporting the clients we partner with, helping our employees thrive, and giving back to the world at large. And when you join Chatham, you’re an integral part of this equation, enabling us to live this purpose-driven philosophy every day. 

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