Technical Customer Success Specialist

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

The Technical Customer Success Specialist will join a team dedicated to delivering best-in-class technical product support to both customers and internal stakeholders. Working cross-functionally with Implementation, Success, Support, and Product teams, this role is responsible for troubleshooting and resolving complex issues while ensuring the stability of system configurations.

The ideal candidate is a self-starter who can quickly understand complex data integrations and develop deep knowledge of processes and workflows to support them effectively. They must be skilled at translating technical concepts into simple, clear language for clients and colleagues. Beyond resolving issues, this role will also proactively monitor system health and stability, identifying and addressing potential trouble spots before they escalate.

Duties and Responsibilities:

• Provide technical expertise to both internal and client stakeholders throughout the client lifecycle, including implementation.
• Serve as the first escalation point for issues involving Data Egress, HL7, FHIR integration, FTP, and other technical integrations.
• Collaborate with clients and engineers on client FTP directory setup, HL7 and VPN implementation, SSO implementation, database updates, data migrations, and other technical configurations.
• Investigate and resolve complex data flow and infrastructure issues promptly.
• Advise Success stakeholders on best-practice client data structures and configurations.
• Proactively identify trouble areas in client setups and resolve them independently.
• Analyze large data sets using knowledge of relational databases.
• Mentor and provide technical training to Support team members.
• Document technical workflows and share knowledge across internal teams.

Qualifications:

Technical Skills: SQL, API integrations, CSS, JSON, Excel, Azure, .NET, SSIS, and Angular.

Experience:

• 3+ years of SQL experience.
• 3+ years of technical troubleshooting experience.
• 3+ years in a client facing role preferred.

Soft Skills:

• Highly organized, methodical, and motivated.
• Strong written and verbal communication, with the ability to simplify complex technical topics.
• Proven analytical problem-solver with strong interpersonal skills.
• Comfortable working in agile, fast-paced environments.
• Adaptable to changing priorities and business needs.

Education:

• Bachelor’s degree in Information Technology, Business, Operations, or related field required.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $85,000 to $110,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/