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Job Description
We are looking for a Customer Success Specialist to be responsible for assisting, managing, and growing relationships of our customers. The role will be tasked with becoming an advanced user of our platforms very quickly in an effort to effectively:
- Help implementing system for new customers
- Train new customers and provide continual product support
- Recommend best practices for product integration and usage.
It is expected that this will be a very dynamic role with strong potential of upward mobility in our growing organization.
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Customer Success Specialist Responsibilities:
- Own overall relationship with assigned customers which includes; managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
- Establish a trusted and strategic advisor relationship with customers and drive continued value of our products and services.
- Maintain and develop customer success procedures and best practices.
- Support the business development manager on development of customer success materials.
- Work closely with head of customer support to maintain strong insight of software updates.
- Communicate effectively with customer senior-level management to understand customer needs to maximize customer retention and growth.
- Ensure that all support practices are carried out in a professional and ethical manner to maintain the company’s reputation as a high quality solutions provider.
- Maintain existing Customer Success metrics and data as directed.
- Development of knowledge and skills around continuous improvement practices and topics.
- Actively participate in the company’s inbound marketing processes.
Job Requirements
Customer Success Specialist Requirements:
- Bachelor’s Degree with 1-3 years experience in communications, marketing, sales, account management, customer success, or other roles with demonstrated ability to increase customer satisfaction, adoption, and retention.
- Strong time management skills with a demonstrated ability to prioritize tasks quickly and effectively.
- Impeccable oral and written communication skills that demonstrates:
- Active listening
- Usage of open-ended questions
- Collaborates effectively with anyone.
- Strong team player, self-starter, and thrives in a multi-tasking environment who can quickly adjust priorities.
- E-solutions experience is a plus.
- Sales experience is a plus.
- Motivated person, eager to learn, and a desire to serve customers and create win-win partnerships.
