Customer Success Specialist

$60,008 - $65,000/Yr

Tgr Solutions - Los Angeles, CA

Full-time

Los Angeles, CA

About the position

The Customer Success Specialist at TGR Solutions will play a pivotal role in ensuring the success of our customers, particularly in relation to our enterprise and education product offerings. This full-time position is based in downtown Los Angeles and reports directly to the Customer Success Manager. The specialist will be responsible for guiding customers through their journey from onboarding to ongoing support, ensuring they derive maximum value from our products and services. This role is essential in fostering customer satisfaction, product adoption, and retention, which are critical to the success of our business. In this position, you will serve as the primary point of contact for new customers during the onboarding process, ensuring a seamless transition from sales to product adoption. You will conduct training and onboarding sessions, either one-on-one or in groups, to guide customers through the initial setup, configuration, and usage of our products. Understanding the unique goals of each customer is crucial, and you will customize the onboarding experience to meet their specific needs. Building and maintaining strong relationships with customers will be a key focus, as you will monitor their health, engagement, and usage metrics to identify potential issues or opportunities for expansion. Additionally, the Customer Success Specialist will deliver ongoing product demonstrations and training sessions, both virtually and in-person, to educate customers about our product services. Collaboration with Technical Support will be necessary to resolve any issues that customers encounter post-onboarding. You will also support sales and marketing teams in product demonstrations, presentations, and tradeshows as needed. Furthermore, you will work closely with the Tech Operations Team on product testing and the creation of guidelines, manuals, and other relevant documentation. Leading internal training efforts to keep employees updated on our products will also be part of your responsibilities.

Responsibilities

• Serve as the primary point of contact for new customers during the onboarding process, ensuring a smooth transition from sales to product adoption.
• Conduct training and onboarding sessions (one-on-one or group sessions), guiding customers through initial product setup, configuration, and usage.
• Collaborate with customers to understand their unique goals and customize onboarding to meet specific needs.
• Develop and maintain strong relationships with customers to ensure they are getting value from the product and are satisfied with their experience.
• Monitor customer health, engagement, and usage metrics to identify potential issues or opportunities for expansion.
• Deliver ongoing product demonstrations and training sessions (virtual or in-person) to educate customers on our product services.
• Collaborate with Technical Support to resolve any issues customers encounter after onboarding.
• Support sales and marketing teams in product demonstrations, presentations, and tradeshows as needed.
• Collaborate with the Tech Operations Team on product testing, creating guidelines, manuals, and other relevant documents.
• Lead internal training efforts to keep employees updated and well-versed in our products.

Requirements

• Bachelor's degree in business, communication, or a related field or equivalent work experience.
• 2 years of experience in technical support, customer service, or a related field.
• Strong communication skills, both verbal and written, with the ability to convey technical information clearly and effectively.
• Strong problem-solving and critical thinking skills to identify and address customer needs.
• Adaptability and a proactive approach to managing customer success.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in Microsoft Office Suite, Zendesk, CRM tools, or other relevant software applications.
• Willingness to travel frequently (up to 50%) for trade shows, customer visits, and training.
• Willingness to undergo continuous training and development.