Technical Customer Success Specialist

$90,000 - $110,000/Yr

Cheq - New York, NY

Full-time

New York, NY

About the position

The Customer Success Specialist at CHEQ is responsible for managing a portfolio of clients, ensuring they derive maximum value from CHEQ's cybersecurity solutions. This role requires a blend of technical expertise, analytical skills, and strong communication abilities to foster client relationships and drive customer success throughout the client lifecycle.

Responsibilities

• Proactively manage and support the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle, driving adoption and growth.
• Manage the onboarding of new customers and translate the customer's Desired Outcomes into an implementation plan that will provide value in a timely fashion.
• Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value from CHEQ's solutions.
• Perform data-driven reviews and analysis on customer's fraud activity and present findings and data insights.
• Resolve customer issues, alone and through collaboration with other teams; approach all situations with curiosity and creativity.
• Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews.
• Drive customer advocacy in the form of references, referrals, and case studies.

Requirements

• 2+ years experience in a client facing role either in a leading or supporting role.
• 2+ years within a SaaS/AdTech role.
• Analytical and problem-solving skills, with strong attention to detail and willingness to take deep troubleshooting dives to try to resolve problems on your own, learning along the way.
• Superior verbal, written communication, strong presentation skills and ability to tell a compelling data story.
• High proficiency in Microsoft Excel or business intelligence tools with extensive experience in data analysis and reporting; and ability to present data analysis to C-level executives.
• Knowledge and experience with Paid Search and Pay-Per-Click (PPC) advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a plus, but not needed.
• Experience with measuring, analyzing, and reporting on marketing performance metrics is an advantage.
• Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
• Continuous learning mindset and detail-oriented approach.
• Strong organizational, managerial, and interpersonal skills to successfully communicate and negotiate with internal and external customers.
• Proven track record of consistently exceeding objectives, self-motivated, and driven by results.
• Bachelor's degree with a technological background is an advantage.

Nice-to-haves

• Knowledge and experience with Paid Search and Pay-Per-Click (PPC) advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a plus, but not needed.
• Experience with measuring, analyzing, and reporting on marketing performance metrics is an advantage.

Benefits

• Competitive salary range of $90K-$110K per year based on experience and qualifications.