Pipedrive - USA, FL

posted 7 days ago

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
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