Customer Relations & Success Specialist

Mains’l Solutions is seeking a Customer Relations & Success Specialist to join our team to serve as a trusted partner to our agency clients, guiding them through a seamless onboarding and implementation experience. This role combines customer relationship management, problem-solving, and technical coordination to understand client business needs and deliver effective system solutions. From initial implementation through go-live and ongoing support, the Implementation Specialist is committed to ensuring a positive customer experience, successful adoption, and long-term client satisfaction.What you’ll do (Job Duties)Partner with agency clients to understand business needs, recommend system solutions, and provide exceptional support throughout the implementation and post-go-live activities. Analyze, troubleshoot, and document software issues and enhancement requests, coordinating with IT teams to ensure timely resolution and clear communication of updates and priorities. Configure, test, and validate SaaS and FMS software enhancements, bug fixes, and deployments to ensure system functionality and alignment with customer requirements. Facilitate client and internal meetings, provide project updates and meeting documentation, and create clear acceptance criteria and task requirements for development teams. Serve as a subject matter expert on agency and state-specific business rules while maintaining current knowledge of product updates, enhancements, and implementation best practices.What you Need: Bachelor’s degree, preferred3-5+ years of experience in customer service, specifically in implementing technical systems and training end-users during and after implementation Detail orientedSkilled at and dedicated to developing others Excellent verbal and written communication skillsExperience using database technology Experience in various software Work Structure: Hybrid work modelWage:  $65,000-$91,000/year  Why Mains’l?Mains’l is a company that stands by its commitments, and this is reflected in the numerous awards we’ve earned based on feedback from our team. The Mains’l crew has voted the company a Top Workplace in Minnesota for several years and a Top USA Workplace for the past four years in a row.Mains’l is committed to providing Equal Employment Opportunities to all employees and applicants.Summary of Available Benefits:Paid (on-the-job) trainingEducation Assistance – up to $2,000 per year401(k) and matchingSick timePaid Time OffHealth Insurance – including dental and visionLife InsuranceHealth Savings AccountOpportunities for growth and advancement