Customer Success Specialist

Sunbird Software - Sioux Falls, SD

Sioux Falls, SD

Publishing Industries

About the position

The Customer Success Specialist focuses on supporting clients by conducting proactive Customer Success engagements to resolve challenges, identify opportunities for ROI, and ensure they are poised to maximize the value of their solutions. This role collaborates with internal teams and advocates for the client's perspective, delivering a tailored experience that aligns with each client's unique successful DCIM journey.

Responsibilities

• Conduct Customer Success Sessions to resolve client issues and ensure their needs are addressed.
• Identify opportunities for increased ROI through feature adoption and integrations.
• Onboard or offboard client team members from Support Portal as required.
• Gather data on solution usage, track feature requests, and monitor licensing needs.
• Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME.
• Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools.
• Assist clients who opted for DIY implementation by providing proactive guidance and support.
• Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary.
• Contribute to process improvements by sharing insights, best practices, and developing client resources.
• Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings.

Requirements

• Demonstrated ability to learn and apply new tools or strategies quickly.
• Strong interpersonal and communication skills with a client-first approach.
• Ability to manage multiple client interactions and prioritize tasks effectively.
• Comfort working primarily on the phone and via virtual meeting platforms.
• Eagerness to learn new systems and adapt quickly to changing priorities.
• Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom).
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Nice-to-haves

• Customer service experience preferred, with exposure to customer success a plus.
• Basic understanding of IT or data center operations is a plus.
• Experience working with CRM systems, ticketing tools, or virtual meeting platforms.
• Experience with Sunbird's DCIM Solution.
• Ability to communicate technical concepts clearly and effectively to non-technical audiences.
• Self-motivated with a strong desire for professional growth.
• Degree not required; equivalent experience will be considered.

Benefits

• Amazing PTO Policy that allows you to take care of yourself and your family.
• Medical, dental, vision and life insurance to employees.
• Collaboration, teamwork, creativity and taking initiative.