Customer Success Specialist I

Park Place Technologies - Cleveland, OH

Full-time - Entry Level

Cleveland, OH

Repair and Maintenance

About the position

The Customer Success Specialist I is a pivotal role within Park Place Technologies, LLC, primarily responsible for developing and nurturing account relationships with external customers as an extension of the Sales Team. This position serves as the key point of contact for customers, ensuring that all operational responsibilities are managed effectively to allow the sales team to focus on selling and delivering value to our customers. The role is designed to provide exceptional support throughout the entire lifecycle of customer contracts, enhancing customer satisfaction and retention. In this role, the Customer Success Specialist I will drive customer retention in assigned regions by building partnerships and fostering customer loyalty. This involves discussing strategies with the assigned Sales Teams to increase revenue through upselling and cross-selling opportunities. The specialist will ensure a seamless workflow for processing customer orders and will provide contract updates as requested by customers and sales teams. Additionally, the specialist will manage the contract modification process, set expectations with external customers, and coordinate with the finance department to address any billing or invoicing inquiries. The position also includes participating in the customer onboarding process, assisting in the setup for additional Park Place service offerings, and providing training and insights to customers on optimizing their usage of Park Place's customer portals. Regular reporting on customer requests and maintaining excellent internal and external customer service are essential components of this role. The specialist will also attend monthly and quarterly customer account review meetings, maintain knowledge of products and services, and balance demands from multiple stakeholders effectively.

Responsibilities

• Drive customer retention in assigned regions by earning partnerships and nurturing customer loyalty.
• Discuss strategies with assigned Sales Teams regarding account activity to drive an increase in Revenue through upselling and cross-selling opportunities.
• Ensure a seamless workflow for processing customer orders.
• Provide contract updates per customer and sales teams requests (add items, delete items, term changes, etc.) to Business Operations Specialist.
• Work directly with external customers to manage the contract modification process and set expectations.
• Provide support to customers by coordinating with our finance department in answering any billing or invoicing questions.
• Participate and be a point of contact during the customer onboarding process.
• Assist in coordinating customer setup for additional Park Place service offerings.
• Provide customers training and insights on how to optimize their usage of Park Place's customer portals.
• Provide requested customer reporting on required regular customer requested cadences.
• Be the liaison between the customer, sales team and their Business Operations Specialist.
• Enhance customer experience and satisfaction by increasing responsiveness to Customer requests.
• Attend and participate in monthly/quarterly customer account review meetings with customers and other business partners.
• Maintain knowledge of products, technology, and services to help customers drive solutions.
• Maintain excellent internal and external customer service and problem-solving skills.
• Balance demands from multiple stakeholders and short-term and long-term priorities.

Requirements

• 1-3 years of experience in a customer service or sales support environment.
• Advanced knowledge of Microsoft Office Suite; Expert proficiency in MS Excel.
• Excellent organizational, time management and problem-solving skills.
• Experience with Customer Relationship Management (CRM) software.
• Technical aptitude and ability to learn software programs.