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Customer Success Specialist
hace 2 semanas
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.)
