As a Customer Success Specialist, you will build upon your initial customer service experience to manage more integrated aspects of the customer lifecycle. You will support various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction.
Responsibilities:
- Support more complex customer onboarding processes.
- Handle multiple customer inquiries with increasing complexity.
- Assist in resolving intermediate technical issues and troubleshooting.
- Conduct intermediate product training sessions for customers.
- Monitor and analyze customer usage patterns.
- Document and communicate recurring customer feedback to the team.
- Collaborate with sales and support teams on customer issues.
- Identify and escalate critical customer issues.
- Recommend product/service improvements based on customer feedback.
- Assist in development and refinement of onboarding materials.
Skills:
- Advanced Communication: Effective verbal and written communication skills.
- Customer Relationship Management: Skills to manage and nurture customer relationships.
- Analytical Skills: Use basic data to identify trends and insights.
- Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.
- Product Knowledge: In-depth understanding of product features and benefits.
- Training Skills: Ability to convey information effectively during training sessions.
- Project Management: Basic project management skills to handle varied tasks.
- Technical Proficiency: Intermediate proficiency with CRM and other customer support software.
Compensation:
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA:: $76,350 - $105,700
