Key Account Analyst

Systems & Software, a division of Harris; is seeking a Key Account Analyst who plays a critical role in ensuring clients receive timely, organized, and effective support.

 

This role is responsible for analyzing ticket activity and trends, resolving select support issues, managing client-facing onsite support meetings, and coordinating hotfixes and software upgrades.

The Analyst acts as a key operational partner to both clients and internal teams, ensuring Account Managers and Customer Success Managers are informed of important client insights while enabling them to focus on strategic initiatives.

The candidate must possess a comprehensive understanding of the software solution to meet/enhance customer's business needs.

 

Salary:

55K - 65K

 

 

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

 

What your impact will be:

Ticket Management & Analysis


* Generate and maintain ticket reports, analyzing trends and identifying recurring issues.


* Solve assigned support tickets directly, escalating as appropriate.


* Monitor ticket progress and proactively follow up to ensure timely resolution.

 

Client Engagement


* Lead recurring, scheduled meetings with clients to review ticket status, priorities, and resolution plans.


* Deliver support and account management in person at a regular cadence at the assigned account(s).


* Continuously develop stronger customer relationships at the customer support level and inspire customer confidence.


* Provide clear communication of next steps and timelines for issue resolution.


* Lead consultative conversations to strengthen the business fit between the Utility and S&S.


* Act as a trusted operational contact for day-to-day support needs.

 

Internal Collaboration


* Keep Account Managers and Customer Success Managers informed of critical client feedback, risks, and operational challenges.


* Partner with SMEs and technical teams to ensure complex client issues are addressed efficiently.


* Share trend data and insights to support product and process improvements.

 

Success Indicators


* Improved client satisfaction with support responsiveness and communication.


* Reduced time-to-resolution for recurring ticket types.


* Smooth execution of hotfixes and software upgrades with minimal disruption.


* Proactive identification of trends and client risks shared with Account Managers.

 

 

What we are looking for:
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