Customer Success Specialist

Workhuman - Framingham, MA

Full-time

Hybrid - Framingham, MA

Publishing Industries

About the position

The Opportunity Our Customer Success Specialists are customer-focused professionals who focus on helping our clients manage the day-to-day aspects of their program. This is an excellent opportunity for a motivated, self-starter to learn how to foster strong client relationships through clear, timely communication and keen attention to detail—and ultimately have a defined growth path in the organization. **Please note - this is a hybrid role. Our Hybrid working requires presence onsite in the office at least two times per week.** What we can offer you An opportunity to establish a trusted advisory relationship with customers to ensure overall satisfaction with our Products and Services. Partnering with key customers; handling their ongoing inbound requests and reaching out to them proactively with any relevant updates. Collaboration with the Customer Success Associate to build client relationships, learn about their businesses, and drive value based on our customers' defined business objectives and culture needs. Collaboration with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business. Partner with Customer Success Associate to identify new opportunities within your customer base, create and implement a plan to bring opportunities to fruition where applicable and to present as needed to individuals or large groups of stakeholders, external and internal. Partner with Customer Success Associate on regular reporting on customer specific activities.

Responsibilities

• Establish a trusted advisory relationship with customers to ensure overall 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 business objectives.
• Work with the customer Program Manager to resolve open issues or actions during normal business operations.
• Identify new opportunities within the customer base and create plans to bring those opportunities to fruition.
• Present findings and plans to individuals or large groups of stakeholders, both internal and external.
• Regularly report on customer-specific activities in collaboration with the Customer Success Associate.

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 required to document and communicate with internal and external resources.
• Strong organizational skills with attention to detail required to ensure accuracy and effective execution.