Customer Success Specialist

$65,000 - $75,000/Yr

Divert - Concord, MA

Full-time - Mid Level

Concord, MA

Waste Management and Remediation Services

About the position

As a Customer Success Specialist at Divert, Inc., you will play a crucial role in ensuring customer satisfaction and success throughout their journey with the company. You will act as a strategic partner, helping customers understand and utilize Divert's solutions effectively while advocating for their needs within the organization. Your responsibilities will include monitoring customer health, supporting onboarding processes, and identifying opportunities for growth and improvement in customer relationships.

Responsibilities

• Communicate Divert's mission & vision effectively to all customer stakeholders
• Provide excellent proactive customer service and travel 35% of the year
• Support each Customer Success Manager (CSM) with customer specific priorities, initiatives, and improvements
• Monitor customer specific KPIs and health, and own action plans to solve for issues
• Understand customers' current strategic plans and goals, and how they report on and measure those efforts
• Support new division or regional onboarding, as well as new product or service launches
• Advise customers on how to use our solutions according to defined best practices
• Enable customers to realize the value of our solutions through reporting and regular business reviews
• Advocate for customers internally within Divert, being their voice
• Stay current on Divert's products & services

Requirements

• Three or more years experience in Sales, Customer Success, Account Management, Program Management, or other related business function
• Skilled at relationship building, with a passion for connecting with customers and driving value
• Ability and willingness to travel 35%, as needed
• Confident communicator with strong written and verbal communication skills
• Excellent ability to synthesize and analyze data, feedback, and information to strategically prioritize actions and deliver outcomes
• Strong organizational skills, including the ability to multi-task and manage multiple complex projects in cross-functional environments

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance
• Opportunities for advancement