Customer Success Specialist

TITLE**:Customer Success Specialist**

LOCATION**:Remote**

DEPARTMENT**:Operations**

REPORTS TO**:Supervisor, Customer Success**

PERCENTAGE OF TRAVEL**:0%**

***:
**YOUR DAY-TO-DAY**:

- Work closely with our customers to understand their business need and ensure they're able to gain value from our products.
- Manage and work cases that come into the Customer Success Queue.
- Handle contract renewals for customers.
- Deploy reactive retention activities as needed for at risk customers.
- Conduct proactive health reviews and outreach to at risk customers to mitigate risk.
- Handle incoming customer questions regarding their account and contract and assist with changes as needed.
- Work cross-functionally to ensure customer needs are met timely.

**WHAT YOU BRING TO THE TEAM**:

- 1-3 years' experience in driving successful solution-oriented client engagement.
- Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.
- Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred.
- Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.
- Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.
- The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.
- A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.
- Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations.
- Experience with CRM systems (Salesforce, Rev.io, etc.)

***:
Weʼre seeking a talented and experienced** full-stack software developer with expertise in Node.js, Nest.js, and React.js**, and a passion for building scalable and robust solutions. As part of our dynamic team, youʼll play a key role in developing and implementing innovative software products, collaborating closely with product managers, designers, QA analysts, and fellow developers. We highly value experience with leading AI tools and services, as we continuously explore cutting-edge technologies to enhance our products. Additionally, we seek someone with a sharp, critical mindset— someone who challenges assumptions, brings fresh perspectives, and actively contributes to shaping innovative, forward-thinking solutions.

**WHAT YOU'LL DO**:

- Design, develop, and maintain software solutions, primarily using Node.js, Nest.js, and React.js.
- Leverage AI tools and services to enhance and optimize solutions when applicable.
- Mentor development teams to uphold high standards of code quality.
- Work with team leaders, product managers, and developers from the discovery phase to solution delivery.
- Translate business requirements into clear technical requirements.
- Write clean, maintainable, and efficient code.
- develop and maintain unit tests to ensure reliability.
- Participate in code reviews and promote team knowledge-sharing.
- Create and maintain thorough technical documentation.
- Proactively identify areas for improvement and propose innovative solutions.

**WHAT YOU BRING**:

- Bachelorʼs degree in Computer Science or a related field.
- 4+ years of experience in software development with Node.js, TypeScript (and/or Nest.js), and React.js.
- Strong understanding of loosely coupled architectures.
- Experience with AI tools and services is a strong plus.
- Proficiency with Git, Linux, and Agile methodologies.
- Excellent problem-solving skills with a critical and analytical mindset.
- Strong communication skills and experience working with remote teams (fluent English required).
- Leadership qualities with a collaborative, team-oriented mindset.
- A passion for learning, experimenting with new technologies, and challenging conventional solutions.
- Knowledge in VoIP environments, Apache Kafka, Docker, Kubernetes, and event-driven architectures.

**WHY BROADVOICE?**:
At Broadvoice, we believe in more than just work. We're committed to creating an environment where you can grow, learn, and make an impact while enjoying a balanced and fulfilling life. At Broadvoice, you're not just joining a company, you're joining a place where our success is your success, and your potential has no limits.

**Grow Your Career**:
Whether you're interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

**Enjoy Flexibility**:
We know life happens outside of work. Our remote-first ap