Customer Success Specialist

Frontier Energy - Austin, TX

Full-time - Entry Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist will work directly with our clients to provide product support for our proprietary software Program Portfolio Portal (P3). The Customer Success Specialist will help craft our customer-success strategies, build strong relationships with clients and collaborate with cross-functional leaders internally to deliver excellent customer experience. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. The Customer Success Specialist will develop customer relationships that promote retention and loyalty, working closely with the customer to ensure they are satisfied with the services they receive.

Responsibilities

• Provide product help desk support for customers
• Address customer concerns and provide solutions to resolve issues in a timely manner
• Identify opportunities for customers to use the product more effectively and encourage feature adoption
• Onboard new customers by providing training and resources to facilitate product adoption
• Gather feedback from customers and analyze customer data to identify best practices
• Maintain updated product documentation and training material
• Facilitate new business development
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
• Contribute to initiatives outside of customer conversations that better the customer experience
• Act as a customer advocate and liaison to provide feedback to internal teams

Requirements

• Active listener and strong customer service skills
• Excellent interpersonal skills with the ability to collaborate well with others
• Adaptable nature and the willingness and ability to shift priorities quickly to meet the needs of our customers
• Strong communication and presentation skills
• Self-motivated and resourceful
• Focus on problem solving / positive user experience
• Ability to manage multiple complex customer journeys at once