Client Services Specialist

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Description

The CLM Client Services Specialist is the first line of support for Ntracts Contract Lifecycle Management (CLM) clients after go-live. The role resolves product issues, maintains client configurations, and guides newly live clients through stabilization into ongoing support. Specialists also cross-train on other Ntracts solutions to support clients and teammates beyond CLM. Specialists partner with Account Management, Education, Implementation, and Development to keep clients successful in the platform. The role reports to the VP of Client Experience, CLM & Policy.

Primary Responsibilities

Product Support

• Serve as the first point of contact for CLM product questions and issues, meeting defined service levels
• Troubleshoot, reproduce, and document issues, providing workarounds while they are resolved
• Escalate confirmed software defects to Development and keep clients informed through resolution
• Complete configuration maintenance requests, such as field, workflow, display, and eSignature changes
• Manage user access and permission changes in line with client authorization requirements
• Provide system guidance, reporting assistance, and best-practice recommendations

Client Stabilization

• Lead structured post-go-live stabilization meetings covering adoption, dashboards, reporting, and best practices
• Transition clients to ongoing support with complete documentation of their configuration, contacts, and open items
• Partner with Account Managers to ensure a smooth handoff

Incidents and Coverage

• Support service interruption response and client communication
• Participate in an on-call rotation for critical issues during holidays and off-hours

Cross-Training

• Cross-train on other Ntracts solutions and provide support coverage as needed
• Build working knowledge of how Ntracts solutions fit together for shared clients

Collaboration

• Share client feedback, feature requests, and issue trends with Product, Education, and Account Management
• Recommend knowledge base content and product improvements
• Other duties as assigned

Requirements

• 2+ years of experience in customer support for a SaaS or software product, working in a ticketing system
• Strong troubleshooting skills and the ability to reproduce and clearly document issues
• Comfort leading recurring client meetings and walking users through software on screen
• Excellent written and verbal communication with clients at all technical skill levels
• Strong attention to detail and the ability to manage multiple tickets and client engagements at once
• Proficiency with Microsoft Office, including Outlook, Word, and Excel
• Availability to work scheduled shifts within an 8:00 AM–8:00 PM ET support window and participate in a holiday on-call rotation
• Stable internet connectivity

Preferred Qualifications

• Experience with healthcare organizations or contract management software
• Experience with ticketing, CRM, or issue-tracking tools
• Experience configuring workflows, permissions, or reports in a business application
• Familiarity with SQL