Customer Success Specialist

Globoforce - Framingham, MA

Full-time - Entry Level

Hybrid - Framingham, MA

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist role at Workhuman is designed for customer-focused professionals who are dedicated to assisting clients in managing the daily aspects of their programs. This position offers a unique opportunity for motivated self-starters to develop strong client relationships through effective communication and meticulous attention to detail. The role is hybrid, requiring employees to be present in the office at least two times per week, which fosters collaboration and team engagement. In this position, you will establish trusted advisory relationships with customers to ensure their overall satisfaction with Workhuman's products and services. You will partner with key customers to handle their ongoing inbound requests and proactively reach out with relevant updates. Collaboration is key, as you will work closely with the Customer Success Associate to build client relationships, understand their business needs, and drive value based on their defined objectives and cultural requirements. Additionally, you will collaborate with the customer Program Manager to resolve any issues that arise during normal business operations. Identifying new opportunities within your customer base will be part of your responsibilities, as you create and implement plans to bring these opportunities to fruition. Regular reporting on customer-specific activities will also be a critical aspect of your role, ensuring that all stakeholders are informed and engaged. This position not only allows you to contribute to the success of our clients but also provides a defined growth path within the organization, making it an excellent opportunity for career advancement.

Responsibilities

• Establish trusted advisory relationships with customers to ensure satisfaction with products and services.
• Handle ongoing inbound requests from key customers and proactively reach out with relevant updates.
• Collaborate with the Customer Success Associate to build client relationships and drive value based on customer objectives.
• Work with the customer Program Manager to resolve open issues and actions during normal business operations.
• Identify new opportunities within the customer base and create plans to implement them.
• Regularly report on customer-specific activities to stakeholders.

Requirements

• 1+ years' experience in a customer-facing role.
• College degree or equivalent work experience.
• Experience working with data and generating/analyzing reports.
• Familiarity with SalesForce.com and Microsoft Office.
• Experience presenting to clients and internal stakeholders.
• Strong oral and written communication skills.
• Strong organizational skills with attention to detail.

Nice-to-haves

• Experience in a technology-focused environment.
• Knowledge of customer success metrics and KPIs.

Benefits

• Hybrid working model with onsite presence required at least two times per week.
• Opportunities for professional development and career growth.
• Access to a collaborative and innovative work environment.