Solution Success Operations Specialist

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. 

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

As a Solution Success Operations Specialist - Configuration, you will be part of the team that is responsible primarily for supporting our customers’ use of the MercuryGate TMS, with an extension into other product offerings as necessary. You will manage inbound requests from customers, responding to, diagnosing, solutioning and addressing their needs through our case management system (Salesforce) and phone calls directly with customers in a timely and consistent manner.

This role is ideal for someone with a strong background in the MercuryGate TMS, as well as complementary Supply Chain Solutions that integrate with our products. This high-performing team contains seasoned experts that support our full customer base with direct input from the Customer Success Organization when an escalated case or specialized skill is needed to help customers maximize the value they realize from our solutions.  As a Solution Success Operations Specialist, you will be a valued player, partner, and trusted advisor to the Customer Success leadership team and other internal stakeholders.

What a day in life of looks like:

• Work with customers via case comments and phone calls to respond to, diagnose and resolve their issues and/or questions regarding their use of our products.
• Manage your case workload to keep cases progressing, providing updates as necessary to customers through case comments and/or phone calls
• Collaborate regularly with other team members within and outside of the Solution Success team for assistance with addressing complex issues or requests.
• Follow a standard problem-solving approach of (1) understanding the issue/requirement, (2) evaluating options for addressing the need, (3) working through the solution, and (4) confirming that the solution meets the customer’s needs.
• Ensure cases are addressed in the most effective and efficient manner.
• Continually broaden and deepen your expertise within the various functional areas of our solutions, as well as the Supply Chain Industry as a whole
• Gather and document details regarding potential system issues or bugs that prepare a case for transition to our backend teams (Development, DBA, Systems, etc.)
• Recording your time spent working on cases, participating in internal activities, and increasing your knowledge/skillset/expertise.

This is a remote based role within North America. Working pattern is Monday-Friday, 40 hours per week.

What you bring to the team:

• Demonstrable strong MercuryGate TMS configuration, implementation and/or Super User (Administrator) experience
• Strong problem-solving skills and the ability to work through complex cases.
• A collaborative mindset, working effectively with Customers, Solution Success teammates, and cross-functionally with other team members.
• Attention to detail and commitment to delivering exceptional customer experiences.
• Proactive attitude, continuously seeking ways to improve processes and drive efficiency.
• Ability to work independently, balancing multiple cases of varying complexity and priority.
• A mindset of continuous learning, staying updated with industry trends and emerging technologies.

What knowledge and experience are required:

• 3-5 years of experience working directly with customers on the MercuryGate TMS through Implementation, Support, and/or as a Super User (Administrator) to deliver solutions to their business needs
• Fluent in English (spoken and written), with multi-lingual skills helpful
• Proficient with Microsoft 365 Tools (Word, Excel, PowerPoint, OneDrive, etc.)

Why join us? 

At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.

Our benefits package includes a competitive salary, performance-based bonuses, company pension scheme, health and wellbeing provision and access to professional development and advancement opportunities.

Why this role matters? 

This role is foundational to delivering exceptional customer experiences. As a Solution Success Operations Specialist, you will be responsible for addressing customer requests in a timely manner and providing frequent updates through the lifecycle of the case. You will play a critical role in helping our customers realize maximum value from their investment in Infios solutions. Apply now!

Salary range* Starting at 80K USD

#LI-REMOTE

We believe the future is better when supply chains work better. 

This can only be achieved when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world.  

That’s why at Infios we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us.  We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.