Customer Success Specialist

If you are someone who is passionate about optimizing client experiences and elevating customer relationships and thrives in a fast-paced environment, then we have the position for you. This role involves helping maximize the customer experience to help drive loyalty and increase revenue, managing customer relationships, and working in a high-volume environment.

Responsibilities:

• Receive and resolve customer calls, emails, and support tickets via an online tracking system.
• Thoroughly document support tickets with customer correspondence to show issue history.
• Provide basic level troubleshooting to clients regarding concerns with technical issues and reconciliation of accounts.
• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.

Requirements:

• Possess a sense of urgency and the ability to ask appropriate probing questions to ensure you understand the complete nature of a request.
• Superb analytical, research, and interpersonal skills.
• Experience with call-tracking and being held accountable to KPIs.
• Advanced technical skills including knowledge and experience with customer relationship management software (CRM).
• Strong telephone presence and excellent written and verbal communication skills.
• Ability to provide courteous and empathetic support while following company rules and guidelines.