Customer Success Specialist

$60,000 - $70,000/Yr

Global Relay - New York, NY

Full-time - Entry Level

Hybrid - New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Success Specialist at Global Relay is responsible for managing relationships with small-size customers, ensuring their needs are met through effective account management, upselling, and customer service. This role serves as a liaison between customers and various internal departments, providing a single point of contact for inquiries and support. The position emphasizes delivering exceptional service and fostering strong customer relationships to enhance customer satisfaction and retention.

Responsibilities

• Provide world-class service in handling and resolving customer inquiries.
• Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues.
• Update and maintain Salesforce CRM.
• Understand and explain features and benefits of Global Relay services.
• Identify sales and upsell opportunities to existing customers.
• Act as the main point of contact for inbound customer calls to establish strong customer relations.
• Manage the ongoing relationship between Global Relay and SMB accounts by developing strong relationships.

Requirements

• Degree or Diploma and/or 2+ years of account management or customer service experience, ideally in the information technology sector with an understanding of cloud solutions.
• Demonstrates ability to assess customer needs and deliver appropriate solutions.
• Professional business manner with the ability to comfortably interact with various executive business levels.
• Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail.
• Excellent verbal and written communications skills.
• Previous direct experience with Salesforce or other CRM system is highly desirable.
• Resourceful with strong problem-solving skills.
• Enthusiastic, strong work ethic and positive attitude.
• Excellent listening, negotiation and presentation skills.

Benefits

• Competitive compensation and benefits
• Flexible work arrangements
• Hybrid work model
• Mentoring and coaching support for career goals
• Diversity, equity, and inclusion initiatives