Customer Success Specialist
Grubtech -
Cairo, EgyptPosted 2 years ago69Applicants for1 open position
- 24Viewed
- 0In Consideration
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Job Details
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Job Description
- Job Description
- Customer Success Specialist
- Reports To: Customer Success Manager
Job Overview - The Customer Success (CS) Specialist is responsible for onboarding newly signed customers, maintaining strong relationships with existing customers and driving growth in customer accounts whilst reducing churn. The CS Specialist works closely with other functions, including Sales and Operations, to enhance the customer experience, and ensuring that customer feedback is continuously fed back to the Product team.
Responsibilities and Duties: - Serve as the primary contact for new and existing customers
- Onboard newly signed customers
- Develop trusting and long-lasting relationships with existing customers
- Provide post go-live support
- Understand customer’s needs and showcase how our services address those needs
- Provide insights to customers to ensure that they get the most out of the platform
- Spur customer retention and account growth by understanding customer needs and helping them succeed
- Maintain a cadence of communicating with customers about their adoption trends, sentiment and opportunities for deeper engagement
- Understand customer outcomes by communicating with customers and running various customer feedback initiatives
- Stay abreast of company developments, new products and features and communicate the same to customers
- Act as an advocate for the customer within the company, voicing both their desires and issues in a timely manner
- Assess, synthesize and communicate customer feedback, requirements, changes and issues to the Product team
- Drive customer retention by preempting issues and resolving problems in a timely manner
- Support in the development of training material and a knowledge hub
- Train end users how to effectively use the platform
- Identify opportunities for customers to act as company advocates, including through the use of testimonials, case studies, etc.
- Collaborate closely with other functions in order to support renewals and expansion opportunities
- Coordinate and collaborate with other functions such as Sales, Engineering, Operations and Product
Job Requirements
Qualifications:
- Bachelors’ degree
- 2+ years experience in an account management, customer success or client-facing role as a SaaS or software company
- Empathetic with strong interpersonal skills
- Good listener
- Strong leadership skill
- Collaborative
- Strong written and verbal English communication skills
- Self starter with a ‘can do’ attitude
- Highly organized
- Agile, and able to operate effectively with uncertainty and change
- Fast learner and results-driven
- Experience working with cross-functional teams and managing a number of stakeholders
- Passion for technology and for being a part of a fast-growing SaaS company
- Thrives in a fast-paced environment
