Customer Success Specialist

$90,000 - $110,000/Yr

Unclassified - New York, NY

Full-time

New York, NY

About the position

CHEQ is the global leader in Go-to-Market Security, trusted by over 15,000 customers worldwide to protect every aspect of their marketing, sales, and data operation from bots, fake users, fraud, and cyber attacks. We are looking for an eager Customer Success Specialist to join our amazing team! This role is crucial as you will own a portfolio of clients and apply your technical, analytical, and communication skills to guide our clients and maximize the value from CHEQ's award-winning invalid detection solution. You will be a trusted advisor and the face of the company for our clients. In this position, you will proactively manage and support the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle, driving adoption and growth. You will manage the onboarding of new customers and translate the customer's Desired Outcomes into an implementation plan that will provide value in a timely fashion. As the product expert, you will be the trusted advisor that your customers can go to for guidance on maximizing value from CHEQ's solutions. Your responsibilities will also include performing data-driven reviews and analysis on customer's fraud activity and presenting findings and data insights. You will resolve customer issues, both independently and through collaboration with other teams, approaching all situations with curiosity and creativity. Building strong customer relationships by maintaining high levels of engagement and communication is essential, as is conducting routine account performance planning and business reviews. Additionally, you will drive customer advocacy in the form of references, referrals, and case studies.

Responsibilities

• Proactively manage and support the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle, driving adoption and growth
• Manage the onboarding of new customers and translate the customer's Desired Outcomes into an implementation plan that will provide value in a timely fashion
• Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value from CHEQ's solutions
• Perform data-driven reviews and analysis on customer's fraud activity and present findings and data insights
• Resolve customer issues, alone and through collaboration with other teams; approach all situations with curiosity and creativity
• Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
• Drive customer advocacy in the form of references, referrals, and case studies

Requirements

• 2+ years experience in a client facing role either in a leading or supporting role
• 2+ years within a SaaS/AdTech role
• Analytical and problem-solving skills, with strong attention to detail and willingness to take deep troubleshooting dives to try to resolve problems on your own, learning along the way
• Superior verbal, written communication, strong presentation skills and ability to tell a compelling data story
• High proficiency in Microsoft Excel or business intelligence tools with extensive experience in data analysis and reporting; and ability to present data analysis to C-level executives
• Knowledge and experience with Paid Search and Pay-Per-Click (PPC) advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a plus, but not needed
• Experience with measuring, analyzing, and reporting on marketing performance metrics is an advantage
• Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
• Strong organizational, managerial, and interpersonal skills to successfully communicate and negotiate with internal and external customers
• Proven track record of consistently exceeding objectives, self-motivated, and driven by results
• Bachelor's degree with a technological background is an advantage

Nice-to-haves

• Knowledge and experience with Paid Search and Pay-Per-Click (PPC) advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a plus, but not needed
• Experience with measuring, analyzing, and reporting on marketing performance metrics is an advantage