Customer Success Specialist

Relay Pro - Raleigh, NC

Full-time - Entry Level

Hybrid - Raleigh, NC

Publishing Industries

About the position

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We're on a mission that matters, and we're hiring for a Customer Success Specialist who will thrive in a dynamic high-growth start-up environment. Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry. What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Operations team to support this growth! This role will be based in our Raleigh, North Carolina HQ and we work in a hybrid model with 3 days (M,W,F) in the office, 2 days remote.

Responsibilities

• Manage a portfolio of B2B customers, primarily front line workers (Hospitality, Manufacturing, Education, etc.), a mix of SMB to Mid-Market accounts, in a higher volume portfolio
• Lead your customers through their customer journey including their onboarding, proactive outreach, inbound customer needs, service renewals, and supporting the upgrade to new hardware
• Communicate regularly with your customers to form strong relationships, develop a deep understanding of their needs, use cases, and pain points and implement plans to support
• Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash, and service/connectivity options, ensuring you're able to serve as a consultant to the customer in how they're leveraging Relay in their day to day operations
• Identify and drive opportunities for upsell of additional Relay products within your existing customer accounts/locations
• Proactively support the needs of customers within your designated portfolio, ensuring deep understanding and actionability against customer health, key customer engagement and performance analytics & lifecycle management, while identifying and executing on essential advances or account strategies to achieve within your accounts
• Partner with Sales counterparts on new location revenue opportunities, leveraging the successes of existing customers to help build momentum in new locations/accounts
• Partner with Support and Billing teams on escalated customer issues ensuring productive outcomes for your customers
• Proactively provide feedback on successes and challenges of your customers to internal product teams, enabling iteration on our product roadmap
• Proactively provide feedback regarding internal workflows, systems or enablement assets supporting the customer journey and regular business processes, enabling iteration for improved usability and scale within the CS org
• Achieve individual OKRs and contribute towards team goals established to achieve target customer outcomes individual and contribute towards team OKR's set to achieve target customer outcomes
• Ability to travel 20%-30% of the time within North and Latin America

Requirements

• Bachelor's Degree
• 2+ years experience in in Customer Success, Sales Development and/or Account Management
• Self driven work ethic and passion for the Relay mission
• Excellent organizational and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
• Stellar detail orientation - you regularly capture valuable feedback, pertinent contact information and next steps within CRM or CS systems of record
• Data curious - you understand the importance of leveraging data to capture performance and customer engagement and interpret and utilize in showcasing customer value
• Proven track record of successfully building and supporting relationships with all levels of seniority
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment

Nice-to-haves

• Knowledge and experience using and supporting enterprise software
• Experience with CRM and or CSM platforms and ticketing tools

Benefits

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role