Careers

Careers at AcademicWorks

At AcademicWorks, we believe in building a profitable business that will be around for the long term, while promoting a great work-life balance and an open culture where everyone is aware of our goals, accomplishments and challenges.

We are proud of our company, love our customers and are passionate about finding the right people to join our team. If you think you might be a fit, we invite you to learn more about our opportunities!

We are always looking for talented individuals to join our team so please check back often for open positions.

Client Support Specialist

Client Support Manager

Job Description:

AcademicWorks offers a configurable online scholarship management system that improves the process of matching students to the financial resources they need to make their educational dreams a reality.

Our web-based platform allows organizations to develop a comprehensive profile of student qualifications and financial need that can be used to efficiently match students to Scholarship and Grant opportunities. Using AcademicWorks, Campuses and Foundations will reduce staff time and cost, and increase their service level to Students, Donors, and the Campus Community. AcademicWorks solutions are rapidly deployed, easy to use, and supported by a staff that is fanatic about customer success.

We’re looking for a smart and dedicated person to join our customer service team. You’ll join the rest of us in making our customers as happy as possible as we help colleges, universities, and community foundations provide financial aid to students.

As a Client Support Specialist, you’ll provide “it was so good they couldn’t stop talking about it” customer service via email and phone for our scholarship administration software. You’ll also be responsible for chiming in on customer questions and helping to build and maintain the support materials for our customers.
Ideally, you will have previous customer support experience and, particularly, experience working in software support is a big plus. And we are looking for someone who loves to help others, who can keep smiling even when dealing with highly engaged customers (empathy is important), and who has a passion for our products and company. You should enjoy the process of making an anxious customer a happy customer.

While everyone in the company wears multiple hats and pitches in where needed, here are some examples of the work you would have been doing if you had been here over the last few weeks:

  • Responded to service inquiries, requests, and questions with the confidence that you are really making a difference;
  • Managed multiple tasks at one time that helped give thousands of students the ability to find scholarships for school;
  • Built strong working relationships with our customers who can’t imagine life before using the tools you’ve helped provide them;
  • Trained customers on an aspect of our application and ensured they feel confident in performing the same task in the future (because they always know you’re there to help);
  • Helped perform quality assurance testing on exciting new features of our application before they are released to our customers; and
  • Provided direct assistance to our Implementation Team to help new AcademicWorks customers complete key system implementation milestones as a pre-requisite to going live.

We love to talk to our customers, so both excellent/professional written and oral communication skills are a must. You need to be personable, friendly, have an obvious willingness to help people, and intrinsically exude all of the soft skills needed to build rock solid customer relationships. You will also need to show us that you have the ability to think on your feet and stay cool and levelheaded under pressure. This includes abstract thinking, problem solving acumen and proven ability to reason through complex concepts with precision.

Most importantly, you must be as passionate as we are about making sure our customers are absolutely ecstatic with the service we provide, as our success is inextricably linked to their satisfaction with our team and our products.

Apply here.

AcademicWorks offers a configurable online scholarship management system that improves the process of matching students to the financial resources they need to make their educational dreams a reality.

Our web-based platform allows organizations to develop a comprehensive profile of student qualifications and financial need that can be used to efficiently match students to Scholarship and Grant opportunities. Using AcademicWorks, Campuses and Foundations will reduce staff time and cost, and increase their service level to Students, Donors, and the Campus Community. AcademicWorks solutions are rapidly deployed, easy to use, and supported by a staff that is fanatic about customer success.

As a part of Client Support, the Client Support Manager is assigned a team of Client Support Specialists who are dedicated to the task of quickly triaging, resolving, or escalating tickets. Additionally, this individual will be expected to manage the daily activities of the team, influence and lead the strategic future of the product and assist the VP of Client Services on other strategic initiatives of the business.
The Client Support Manager is expected to mentor and coach her/his team, conduct performance reviews, hold career discussions, and work incoming volume as needed.  The Client Support Manager will also ensure team members are meeting departmental key performance indicators and metrics, and use quality management processes to develop team members professionally.

In general, Client Support provides a range of services to assist clients in making correct use of the AcademicWorks platform, which includes troubleshooting reported issues or answering questions about functionality and its application. At more advanced levels, Client Support handles escalated issues, such as defects or complex software functionality questions.  Additionally, at advanced levels, Client Support works closely with our Service Engineers, who investigate and resolves code-related issues, and also with Product Management to facilitate the education of Client Support on new features and releases. 

Key Responsibilities

  • Lead a team of support professionals to provide an exceptional client experience resulting in a decreased average speed of answer, increased first contact resolution, and increased client satisfaction.
  • Mentor, coach, and develop individual contributors to increase their effectiveness as well as employee engagement
  • Work across departments to modify processes and policies to improve the client experience
  • Manage and diffuse client escalations, using them as an opportunity to turn those clients into promoters of AcademicWorks/Blackbaud
  • Enhance existing proactive support strategies and develop new strategies to improve client interaction and overall client success
  • Manage all aspects of product releases from a support perspective to deliver a quality client experience while eliminating volume increases

Supervisory Accountabilities:

  • Managing all aspects of the support team
  • Being available to your team for any assistance they may require including case escalation, client complaints, and process and workflow guidance
  • Addressing all performance areas promptly and consistently, identifying the root cause of any performance issues, and creatively assisting your team in developing these areas
  • Ensuring we respond to client requests in a timely manner and resolve client issues in the most efficient and effective way resulting in best in class satisfaction scores

Required Experience:

  • 2 years of experience successfully serving as a Team Manager or a Support Lead at AcademicWorks/Blackbaud or equivalent experience in a leadership position elsewhere
  • Bachelor’s degree strongly preferred
  • Proven experience driving case deflection and/or managing employees
  • Strategic leadership
  • Proven ability to drive results and influence across departments
  • Strong communication and presentation skills

Desired Competencies & Skills:

  • Driving passion to delight clients
  • Highly advanced interpersonal skills, including strong spoken and written communication skills
  • Proven success in client and employee interactions, particularly with diffusing stressful situations
  • Ability to adapt to frequently changing goals and requirements and to react quickly to address product or team concerns
  • Self-motivating, needing little direction or guidance to make informed decisions
  • Positive attitude and approach to situations and the ability to instill this in your teams
  • Innovative approach to problem identification and resolution of complex issues
  • High initiative and a strong sense of urgency – proactively address issues when possible
  • Ability to influence and motivate direct employees and other departments to achieve quality and timely results

Apply here.