Premier Support Coordinator 200177

Omaha, NE
Customer Success – Technical Support
Full time
Ellie Mae is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪ to learn more.

The Premium Support Coordinator (PSC) is responsible for assisting the assigned Premium Support Engineers (PSEs) in the successful execution of Premium Support contract deliverables.  A PSC typically supports 8-10 accounts and is responsible for ensuring all customer break/fix support meets contracted Service Level Objectives (SLOs).  The PSC is expected to monitor all incoming cases for trending and use of self-service and to maintain very good relationships within Customer Support.  The PSC will co-ordinate and help deliver any regular or special customer reporting requirements in addition to maintaining the schedule, details and approvals for any software upgrades including cross-checking for any product dependencies.  PSCs are expected to co-ordinate with the PSE to maintain awareness of any upcoming project or 3rd party dependencies on core Ellie Mae services and to furnish root cause analysis documents to customers.  The PSCs are required to have strong core skills in Customer Service, Personal skills, IT management and software as well as exemplary project management and analytics skills.

Primary Responsibilities

    • Manage on-boarding or off-boarding activities of customers with Premium Support contracts including updating of entitlements in Salesforce
    • Monitor incoming break/fix cases for trending and to help drive adoption of self-service tools and customer use of the knowledge base
    • Help expedite cases deemed critical by customers and audit the case severities or problem descriptions to ensure appropriate case handling and processes
    • Work with Customer Support representatives and teams to ensure contracted service level objectives for responsiveness are being met
    • Ensure any special reporting requirements of the customer are met and delivered on time
    • Facilitate weekly meetings with customers to help drive satisfaction with customer support and help PSEs in meeting their deliverables
    • Acquire and maintain knowledge of existing systems and new systems in order to understand any product, professional services or 3rd party dependencies
    • Maintain the customer named contacts database and encourage customers to take additional training where appropriate
    • Verify Customer Contacts are proactively kept up to date by the PSEs on new product features and that they have developed a roadmap to implement
    • Coordinate the release management timings and details specific to the customer including any opt-out or opt-in processes across all of the contracted customer environments

Essential Qualifications

    • 5 years’ experience or 1 year experience and a Bachelor Degree or equivalent. 
    • Strong personal skills in collaboration, time management, stress management, drive, sense of urgency, decision making, and risk management
    • Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. 
    • IT management skills in the areas of problem management, incident management, change management (ITIL a bonus)
    • A fundamental understanding of core software skills including software lifecycle management principals, and an understanding of client server, cloud computing and APIs
    • A minimum of 1 year of project/program management skills including meeting facilitation, action planning & co-ordination
    • Detailed and consisted analytics skills in both trending and analysis

Essential Skills

    • Familiarity with CRM, Case, and Defect management Tools such as SalesForce and JIRA.
    • Familiarity with the use of the following or similar tools; Tableau, Sharepoint, Confluence, MS Office, collaboration tools such as Slack.
    • Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate.  Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one.  Deliver salient information and complete solutions with confidence. Exemplary customer services skills for active listening, communication, presentation, project management, patience, empathy, resilience, and social skills 
    • Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. 
    • Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives.  Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. 
    • Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete.  Adaptable; Flexible; Resilient. 
    • Manages Complexity:  Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.  Critical thinking; Problem solving.  

Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.