Client Success Coordinator, Technical
Join TRG Screen: Building World-Class Teams. One Expert at a Time.
Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation?
At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.
Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen, your talent and ambition will find a home, where opportunities for growth and advancement abound.
About TRG Screen
TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City, with offices in Europe and Asia, as well as a 24x7 client support center in Bangalore, India.
TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms.
Job Description
The Client Success Coordinator (Technical) will report to the CSM Scale Portfolio Lead, and be part of a Scale team supporting a global portfolio of customers. It is a role which will require strong technical foundations to deliver support, coupled with desire to learn about our business and services so that you can help to solve problems and provide solutions for our customers.
This role will be a focal point for our Scale clients who requires support and assistance for issues that would be beyond the immediate scope of Technical Support/Helpdesk. As a “stepping stone” to the Client Success Manager role, the core function of this job requires you to interact with our customers daily via phone and email to promote engagement with TRG Screen and ensure the best possible adoption of our products.
Roles and Responsibilities
- Primary Scale team owner for coordination of product migrations (clients who are on-premises and moving to cloud hosted solutions). Working with the customer’s IT team and our internal Ops team to take a client through the entire lifecycle of a migration.
- Primary Scale team owner for coordination of product upgrades. Work with the client to update the various different products when requested (rm, quest, spend, etc.). This means working with their IT and our OPs team when necessary. Some upgrades will require our OPs team, some will not.
- Primary owner and coordination point for technical issues for the Scale team, for technical / workflow projects that fall outside of the scope of the technical support team. Examples of this would include assisting with removing work streams from Quest when requested, retrieving copies of databases for clients from ops when requested by clients, etc.
- Automation or scripting of repetitive tasks, to simplify and scale your day to day activities. This should include technical tasks as well as general workflow.
- Proactively engage with our customer base (primarily our lower ARR clients) via a “Tech Touch” / "Low Touch" and one-to-many model to ensure they realize value from the platform. Enable customers to feel comfortable in a one-to-many and self-service service model by:
- Providing stellar self-service documentation in partnership with the Technical Support team, Education team and Product teams
- Automating and innovating on digital-touch strategies
- Proactively review and address health score trends and develop new outreach campaigns to address key opportunities and surfaced risk.
- Build or contribute to dashboards as reporting to provide feedback to our Customer Success Data and Enablement teams regarding trends we should action and address, as identified during your daily interactions with clients.
- Identify opportunities for growth within the accounts to be shared with the sales team.
- Act as a point of escalation for clients who voice dissatisfaction at products or services to jointly prepare a plan to get service and satisfaction back on track.
Skills and Qualifications
- Bachelor’s degree in a technical subject and at least 1 year in a Customer Success, Relationship Management, Account Management, Customer Support or similar role.
- 1 year + of previous hands-on experience supporting clients using hosted/ASP/SaaS software.
- Automation experience (workflow, tooling)
- Further education in Business would be preferred
- Exceptional English written and verbal communication skills, highly organized, collaborative and detail oriented.
- Empathetic, positive attitude with a desire to help our customers reach their goals.
- Self-managed self-starter, confident and accountable for their work.
- Results-driven mentality, with a bias for speed and action.
- Comfortable in a startup environment - we move quickly and wear many hats.
Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit.
At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change.
We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.