Responsibilites:

• Responsible for serving as the primary contact on microsite implementations from the time the project has been submitted until completion.
• Communicate with clients on status and manage deadlines to meet and exceed client expectations.
• Quality assurance of implemented websites before presenting to clients.
• Diagnose and duplicate customer reported problems and manage the resolution of the problem – including ability to communicate with technical team to troubleshoot.
• Establishing and maintaining good customer relations.
• Provide on-going updates to internal and external stakeholders throughout implementation process.
• Gathering background information & elements needed to produce websites.
• Create engaging mock ups to demonstrate site and design capabilities
• Handling client issues/concerns (e.g. billing, bugs, etc.) in a timely manner.
• Prioritize urgent client requests and escalation of issues to appropriate support resources where required.
• Serve as a liaison between Web Engagement group and other PRN divisions to ensure project is moving forward successfully
• Participate in weekly team meetings and other client-related meetings as directed.
• Regularly making suggestions on strategies, new products & features.
• Administrative tasks, updating internal project management system.
• Assist development team with testing when required.
• Manage the implementers’ day-to-day schedules and shift schedule throughout the day as necessary.
• Proactively follow up with clients for out-standing requests.
• Reports to Client Services Manager to determine additional tasks, responsibilities, and schedules.

Qualifications:

• 2-3 years experience
• Bachelor’s Degree
• Ability to handle fast-paced, projects and demanding clients
• Previous experience in Customer Service, Project Management and/or Technical Support of web-based content management system preferred.
• Strong understanding of web site technology and design
• Basic understanding of HTML, CSS, and JavaScript
• Experience working in a variety of Content Management Systems
• Superior telephone etiquette & professional written skills a must.
• Strong problem-solving and attention to detail skills. Ability to solve problems independently and work well with various team members
• Good analytical and troubleshooting skills
• Ability to learn new technologies and to visualize their applications and benefits
• Self-motivated and works independently with a keen enthusiasm for and demonstrable understanding of the Web industry and technologies
• Ability to prioritize and manage multiple issues/projects at one time and communicate status and resolution effectively and in a timely manner. Must be comfortable multi-tasking.
• Communicate with all levels of internet users from basic to advanced skills
• Highly skilled in verbal and written communication and comfortable interacting with people at all levels of client organizations