Customer Success Specialist

Description

• Engage assigned customers proactively & maintain a regular cadence of communication
• Maintain proper customer information hygiene for accurate reporting
• Maintain client confidence and protect operations by keeping information confidential
• Deliver service and support to end-users via phone, email or live chat
• Develop customer success plans geared towards improving customer sentiment, service experience, product usage, & overall value realization
• Ensure fast resolution for issues while maintaining customer communication
• Follow standard processes and procedures and adhere to team KPIs for customer satisfaction & product adoption
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Support incoming help requests from end users via telephone, email and helpdesk tickets
• Oversee the end-to-end customer lifecycle, ensuring a positive customer experience
• Track and record the problem-solving process and document actions taken until resolution

Requirements

• A clear, concise and accurate communicator who cares about brand integrity
• Meticulous about managing information appropriately and securely
• Minimum 2 years' experience in an external customer facing role
• Courteous and confident to ensure customer needs are quickly addressed
• Ability to speak and write clearly and accurately
• Confident and professional phone etiquette
• Ability to work in a team environment
• Minimum 2-years' experience in a coordinator role, working with cross-functional teams to meet deadlines
• A problem solver who thrives on finding solutions efficiently and effectively
• Multi-tasker who can manage prioritization necessary to meet deadlines

Benefits

• Bicycles to ride around campus
• Team BBQs and annual company Olympics
• Regular free breakfasts, lunches and snacks
• Starting base salary from $55,000 a year
• Dental and vision insurance
• Paid time off, plus paid holidays
• Health insurance (Single coverage 100% paid for by company)
• 401K Plan (with aggressive company matching)

Training + Development

Interview process

Visa Sponsorship

Security clearance