Customer Success Specialist
New
Applicants must be based in the New York areaFull-TimeMiddle
Salary70,000 - 90,000 USD per year
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Job Details
- Experience
- Minimum 2 years previous experience in Customer Success or On-boarding
- Required Skills
- Project ManagementAnalytical SkillsAccount ManagementChange ManagementCustomer Success
Requirements
- Bachelor’s degree or equivalent experience in business, or related field.
- Minimum 2 years previous experience in Customer Success or On-boarding.
- Ability to perform within a fast-paced, multi priority setting.
- Customer-first mentality; ability to empathise and build customer loyalty.
- Strong technical aptitude and ability to learn new technologies quickly.
- Think strategically about change management and system integration.
- Strong critical thinking, analytical, and complex problem-solving skills.
- Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive.
- Excellent interpersonal skills for phone troubleshooting and writing skills through email.
- Excellent time management and communication skills.
Responsibilities
- Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.
- Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements.
- Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight and is kept up-to-date regularly.
- Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.
- Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap.
- Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
- Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.
- Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team.
- Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.
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