Customer Service and Success Specialist

Employ And Relate - Venice, FL

Full-time - Mid Level

Venice, FL

About the position

The Customer Service and Success Specialist is a key role focused on delivering exceptional customer support and ensuring long-term client satisfaction. This position combines technical service support with a strategic emphasis on nurturing customer relationships, solving complex problems, and driving customer engagement. The specialist will act as the primary point of contact for technical issues, helping customers maximize the value of the company's products and services.

Responsibilities

• Provide technical and product-related support to customers, answering inquiries, resolving service issues, and coordinating solutions across departments.
• Test, troubleshoot, and document outcomes to reproduce service issues reported.
• Liaise between customers and internal teams (Project Managers, Solution Specialists, and Developers) to ensure clear communication and timely resolution of any product or service issues.
• Develop and maintain strong customer relationships by acting as a trusted advisor, identifying customer needs, providing reports, and ensuring they are achieving success with the company's offerings.
• Analyze customer data and feedback to improve customer experiences, uncovering root causes of issues, and recommending improvements.
• Create and maintain customer training materials and provide ongoing training to customers and internal teams to promote product understanding and usage.
• Manage customer interactions with a proactive approach, ensuring smooth service delivery and consistently exceeding customer expectations.

Requirements

• 3-5 years of experience in customer service, customer success, or a related role.
• A good understanding of marketing operations processes and technologies.
• Experience with Zendesk, Confluence, and Jira.
• Strong problem-solving skills with the ability to work across multiple teams to resolve issues.
• Excellent communication and time management skills, with the ability to handle diverse and complex customer needs.
• A focus on customer satisfaction and success, ensuring long-term business relationships.