Customer Success Specialist I

Liberty Bank & Trust Co - Scottsdale, AZ

Full-time - Entry Level

Scottsdale, AZ

51-100 employees

Credit Intermediation and Related Activities

About the position

The Customer Success Specialist I is responsible for cultivating and maintaining customer relationships through exceptional service. This role focuses on managing a client book of business, ensuring customer satisfaction, and driving product utilization to enhance retention and engagement.

Responsibilities

• Provides support to a client book of business, focusing on customer relationship management, collaboration, and problem solving.
• Works with less than 15 hours/month of mentoring support.
• Communicates proactively with Traditional Employment clients to ensure strategic plans are developed, monitored, and delivered to the assigned client base.
• Conducts product and service utilization reviews to drive usage and improve customer satisfaction and retention.
• Educates/Trains customers on how to leverage all aspects of Traditional Employment product offerings.
• Handles minor training issues with Traditional Employment clients.
• Triages requests from Traditional Employment clients for assistance with any software solution.
• Determines when to escalate issues to other departments and resources based on a thorough needs assessment.
• Communicates customer feedback to internal stakeholders, including clear documentation on feature requests.
• Troubleshoots, supports, and coordinates other contracted services.

Requirements

• High School Diploma or equivalent is required; Bachelor's Degree is preferred.
• Two to three years of business operations experience or customer service/relationship management in a B2B environment is required.
• Demonstrated passionate commitment to exceptional customer service.
• Demonstrated strong commitment to a team environment and a client focus.
• Working knowledge of business drivers for small businesses.
• Looks for opportunities to sustain regular contact with clients and improve client retention.
• Adept at multi-tasking and handling priorities.
• Excellent written and verbal communication skills.
• Effective problem solving and decision-making skills.
• Presentation skills: proficient in design and delivery.
• Project management skills: proficient in managing multiple projects.
• Ability to successfully lead a project from start to completion.
• Proficient use of Microsoft Office programs and demonstrated ability to learn other application programs as needed.

Benefits

• Generous paid time off
• Top-tier medical, dental, and vision benefits
• Health & wellness support
• Paid volunteer hours
• Continuous learning programs
• Mentorship opportunities
• Ongoing training