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Client Information Analyst

The Client Information Analyst performs the role of Administrator for high value clients of CCC’s RightFind Enterprise software products. This position operates as part of the client organization offering superior product and technical support and may be assigned to one or more of CCC’s Corporate RightFind Enterprise clients. This role is essential in driving excellent user experiences with our software products.  In this role, the Client Information Analyst utilizes problem solving skills to quickly and accurately respond to a wide range of client inquiries and escalations to ensure client retention and growth through high quality interaction.  

 

SKILLS/ABILITIES/COMPETENCIES:

  • As client administrator, provide technical support and services utilizing a comprehensive understanding of CCC software products
  • Escalation point for Customer Service for handling difficult client issues, high severity requests, or issue escalations
  • Participate in operational meetings representing document delivery, turnaround time, customer service and account SLA statistics
  • User data management for RightFind account (additions, modifications, profile updates, updates to collections)
  • Coordinate and conduct training of authorized client users 
  • Update and maintain training materials, promote RightFind and library information services to users as required by client
  • Portal site maintenance post product releases
  • Maintain on-going technical expertise of supported RFE applications
  • Maintain process documentation for ongoing management of client account, both internally and for client facing systems as applicable
  • Liaise with third parties to expedite resolution of content access issues and database management requests
  • Process various ad hoc project requests as needed

 

QUALIFICATIONS:

  • Bachelor’s degree, MIS/MLIS preferred
  • 3+ years experience in client-facing role
  • Strong software product acumen/orientation, tech savvy with ability to simplify for the client
  • Demonstrated client management skills
  • Ability to consistently demonstrate innovation and sound judgment when making decisions
  • Exceptional interpersonal skills
  • Excellent verbal and written communication skills
  • Proactive, solutions driven
  • Superior analytical skills and attention to detail, with proven ability to manage complex tasks and deliver quality outcomes within short timeframes
  • Ability to anticipate problems and offer creative solutions
  • Ability to interact with all levels of an organization
  • Ability to consistently assess & address complex client needs
  • Excellent meeting & time management skills
  • Information Management Experience
  • Knowledge and Experience with CCC’s RightFind Systems and Service preferred
  • Travel 10%
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