Rightworks

General

• Prepare for and provide remote (or occasional on-site) project cutover training and support for new clients and their staff.
• Ensure a positive client experience and high client satisfaction throughout the project lifecycle
• Provide leadership and coordination with assigned resources and firm points of contact for the workstation and local office re-engineering.
• Migrating workstations to new domain and validating final configuration of each workstation prior to a firm’s training and go-live.
• On-site hands for the Network Administrator while cutting over the firewall.
• Conduct both formal and informal training for all people within a new client organization.
• Must be comfortable with explaining new technology concepts to both tech-savvy as well as non-tech-savvy members of the firm.
• Must be comfortable meeting with the firm's IT staff to explain the scope of services Premier does and does not provide.
• Act on requests for newly installed apps and configuration requests.
• Direct complex issues to relevant resources once all available troubleshooting options are exhausted.
• Closely interact with the Project Manager, project resources, client contact, and other resources; communication with each member and the group will be imperative.
• When not working on a project, the PCS will be involved in the day-to-day functions of Firm Premier support technicians.
• Maintain in-depth understanding of the Rightworks procedures and processes.
• Assist in further development of Rightworks help desk methodologies and procedures particularly pertaining to the project cutover needs of clients to streamline the transition to the Cloud.
• Manage multiple tickets at a time.
• Assist in developing team documentation, knowledgebase and best practice guides.
• Provide technical support to Rightworks cloud servers, applications, and managed workstations.
• Act as a liaison between a product vendor and clients when needed to resolve technical issues.
• Instill client confidence in Rightworks infrastructure, processes, and personnel.
• Travel onsite to build relationships with key members of the client firm's staff to build trust and improve working relationships between RN and client.
• Assist other departments as needed.
• Complete special projects and tasks assigned by management.
• Head up EDR installs for existing clients as needed.

Project Cutover Specialist

Customer Success Manager

• Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities
• Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance
• Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed
• Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value
• Support customer adoption and success by reinforcing best practices, available services, and next steps
• Accurately submit and process orders using pricing tools, product documentation, and internal systems
• Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently
• Meet or exceed defined productivity, quality, and customer satisfaction metrics
• Provide internal feedback and recommendations based on recurring customer insights and trends
• Participate in team initiatives, documentation improvements, and process enhancements as assigned
• Work on projects/out of scope company efforts as needed
• Provide coverage for Customer Success Managers as needed

Customer Success Specialist

Systems Engineer

• Support and maintain subscription billing platforms such as Zuora, Stripe Billing, and Chargebee
• Configure and manage pricing plans, product catalogs, subscriptions, invoicing rules, credits, and cancellations
• Independently handle routine subscription lifecycle events and billing issues, escalating complex cases to senior teammates
• Support sales tax configuration and maintenance within billing systems
• Assist with tax engine integrations and updates (e.g., Avalara) under guidance from senior analysts
• Partner with Finance and Tax teams to support audits, compliance reviews, and tax‑related reporting
• Support integrations with payment gateways and processors (e.g., Stripe, Adyen, Braintree)
• Investigate payment failures, retries, refunds, chargebacks, and reconciliation issues
• Help identify opportunities to improve payment success rates and billing accuracy
• Gather and document business requirements for billing, tax, and payment changes
• Create functional documentation, process flows, user stories, and test cases
• Execute and support user acceptance testing (UAT) and validate end‑to‑end invoice, tax, and payment accuracy
• Collaborate closely with a Senior Business Systems Analyst and cross‑functional partners including Finance, Revenue Operations, and Engineering.

Project Cutover Specialist

Customer Success Specialist

Business Systems Analyst – Billing/Payments