Customer Success Specialist
New
United States or Canada, 9 am–6 pm ESTFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- PHPMySQLMicrosoft ExcelRESTful APIs
Requirements
- Customer-facing experience, ideally in a SaaS, FinTech, or B2B environment.
- Curious, coachable, and eager to grow into a more technical role.
- Managed client relationships and supported users.
- Thrives in collaborative, startup-style settings.
- Familiar with or excited to learn basic technical concepts like APIs, PHP, and MySQL.
- Ability to follow and understand technical conversations and know when to escalate or investigate further.
- Experience with Microsoft Office, especially Excel.
- Familiarity with Zoho CRM (asset).
- Personable, responsive, and relationship-driven.
- Cares about client outcomes and can ask the right questions, listen carefully, and build long-term trust.
- Can communicate clearly across a range of users, from operations teams to C-level executives.
- Comfortable working independently, managing competing priorities, and jumping into new tasks.
- Solution-oriented, driven to research problems, document solutions, and collaborate across teams.
- Excellent verbal and written communication skills.
Responsibilities
- Assist the Onboarding Specialist with guiding new clients through implementation, compiling assets, configuring accounts, training users, and coordinating with external partners.
- Ensure the onboarding process results in a confident, self-sufficient client.
- Be the first point of contact for client questions, offering thoughtful solutions and advice on using Tekambi’s platform.
- Handle technical tasks like reviewing API requests and responses, analyzing customer data, and occasionally managing high-level PHP code.
- Work closely with the development team, acting as a liaison with the client to resolve bugs and implement technical solutions.
- Maintain proactive communication, building trust with clients by understanding their business needs and helping them meet their goals.
- Advise on best practices and product usage strategies to improve performance.
- Identify upsell or cross-sell opportunities, provide recommendations that optimize client operations, and advocate for custom technical or reporting solutions.
- Prepare data-driven reports that highlight areas for improvement, flag emerging issues, and help clients make strategic decisions.
- Continuously refine onboarding and support procedures to deliver an exceptional experience and maintain low churn rate.
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