Customer Success Specialist

Full-time - Entry Level

Hybrid - USA, FL

501-1,000 employees

Administrative and Support Services

About the position

We're looking for a Customer Success Specialist to support mid-tier customers during their post-sale lifecycle, throughout singular touch points to include but not limited to onboarding, adoption, retention and expansion selling opportunities. If you're someone who strives to improve customer satisfaction by understanding a customer's novel business needs to provide real-time suggestions for implementation best practices to drive value attainment, we'd love to meet you!

Responsibilities

• Support mid-tier accounts by assessing their business needs and providing real-time suggestions to increase adoption, during various points along the post-sale lifecycle through various modes of outreach to include but limited to video meeting applications and email communication
• Quickly engage customers in strong discovery to uncover pain points and drive risk resolution, implementation improvement and upsell opportunities by the close of the call
• Use influence with key stakeholders to drive usage and adoption to ensure customer health and full product value attainment
• Advise customers on the most appropriate features for their specific business needs to drive expansion sales by the close of the call
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Tailor content and communication style to service a variety of stakeholders from senior executives to end-users
• Act as the customer's primary point of escalation, when required, to help manage customer expectations and deescalate frustrations
• Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross functional teams abreast of changing market needs and customer pain points
• Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries
• Research and analyse industry-specific data to share in a community forum to increase customer engagement and serve as a subject matter expert

Requirements

• Bachelor's degree or professional learning combined with 1+ year professional experience in Account Management/Customer Success or Customer Support within the tech industry
• The ability to manage competing priorities and adapt quickly without losing personal touch with customers or strategy in a fast-paced environment
• Maintain perfect self-awareness to manage customer escalations by following all of the established work processes
• Keep up to date with all product changes and has a consistently strong knowledge of all product features
• Collaborate effectively with cross-functional teams to infuse the customer's voice and needs back into the business
• Commitment to continuous learning and personal development
• Excellent active listening skills in order to quickly synthesize information and offer advice in a synchronous environment with customers
• Excellent communication skills in English & Spanish, both written and verbal
• The ability to cater communication style and delivery to meet that of the stakeholder
• Technical proficiency and willingness to learn new systems

Benefits

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Tallinn, Tartu, Lisbon, Prague, London, Dublin, New York, Florida, Riga and Berlin
• A team serious about getting things done while not taking ourselves too seriously
• Beautiful office minutes from downtown St. Pete
• Flexible working hours as long as you're there for your team members
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary and bonus system and all the benefits you'd expect from a great employer (5% 401K match and 28 paid holidays), comprehensive medical, dental and vision plans, regular team building activities, parental leave, paid family bonding time, as well as gym and parking allowance