Client Services Representative

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.

Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.

Job Title: Client Services Representative

Location: US - Remote

Who We Are:
Accuris is a dynamic leader in B2B SaaS engineering workflow technology, dedicated to accelerating innovation in engineering processes. Since becoming a standalone company in May 2023, we’ve continued our mission to develop cutting-edge AI-enabled solutions. Our culture of collaboration, innovation, and high performance is driven by humble, hungry, and smart individuals who make Accuris an exciting place to grow your career. 

Our products – Engineering Workbench, Goldfire, Haystack, and Parts Management Solutions – streamline engineering workflows by providing easy access to essential standards and content. This efficiency saves our customers time and reduces errors, enhancing the entire product development cycle. With over 60 years of experience, Accuris remains at the forefront of the engineering community, driving forward innovation and supporting industry vibrancy. Join us to be part of a team that values your contributions and fosters your professional growth.

Position Summary:
As a Client Services Representative, you will join a team in helping to provide support for Accuris Solutions products such as Engineering Workbench and Goldfire in operation, upgrades, configuration, and general usage. In this role, you will work in a multi-tier global team using our internal systems to ensure customer satisfaction and have direct customer interaction as a hands-on contributor. The ideal candidate will know the Windows architecture and basic infrastructure (server, storage, networks) in customer premise and public cloud environments.

Job Responsibilities:

• Support internal and external customers primarily in US, but also on supporting other APAC, AMER and EMEA regions to manage, configure, upgrade, and troubleshoot products.
• Take ownership of internal and external customer requests – technical, informational, change, properly diagnosing and prioritizing by severity and impact.
• Work with the multiple teams to drive timely resolution of issues within accepted service levels.
• Maintain strong lines of communication to internal and external customers, as well as leadership.
• Telephone and web support on product navigation and usage.
  
  

Requirements:

• 4+ years of customer-facing experience in an operational customer-facing support role.
• Bachelor’s degree in Computer Science or related field. 
• Ability to speak and read English.  
• Solid, hands-on understanding of the Microsoft Environment (Windows Client and Server Operating Systems), IIS, Web browsers, and good knowledge of networking, Active Directory, LDAP, & MS SQL.
• Strong understanding of working in customer premise and public cloud environments.
• Outstanding verbal and written skills with the ability to articulate complex concepts to cross-functional technical and non-technical audiences.
• Experience in enterprise-class CRM – Salesforce, Remedy, etc.     

Preferred Qualifications:

• Background or exposure to troubleshooting application integration to third-party platforms through API’s and SDK’s.
• Experience working and servicing large-scale customers in the Fortune 500 space.
  
  

What We Offer:
Competitive base salary, bonus and equity as part of our employee ownership plan. A comprehensive benefits package that includes medical, dental, vision and life insurance plans, paid time off, a generous 401k match with no vesting period, parental leave and 3 volunteering days each year. For more information on benefits, please ask the recruiter assigned to the role.

For work locations in the state of Colorado, the anticipated total OTE for this role are $65,000 - $75,000. Compensation will be determined by the education, experience, knowledge, and abilities of the applicant.

About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup.

Our mission:
Build an evolvable knowledge and data platform that enables professionals to unlock and deliver innovation to the world’s most complex problems.


Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

About Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. (https://www.spglobal.com/engineering/en/index.html)

Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world’s most complex problems.