Customer Success Specialist Job Description
Customer Success Specialist Duties & Responsibilities
To write an effective customer success specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer success specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Success Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Success Specialist
List any licenses or certifications required by the position: ITIL, PMP, CCIE, CCNP, NABCEP, RCA, V3, V2, CMDB, SCRUM
Education for Customer Success Specialist
Typically a job would require a certain level of education.
Employers hiring for the customer success specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Computer Science, Engineering, Education, Technical, Computer Engineering, Electrical Engineering, Management, Communication, Technology
Skills for Customer Success Specialist
Desired skills for customer success specialist include:
Desired experience for customer success specialist includes:
Customer Success Specialist Examples
Customer Success Specialist Job Description
- Coach and train new and current teammates as needed
- Assist various teams in the delivery of system implementations, new business start-ups, BRD's and other projects
- Keep records of customer interaction and transactions, documenting details of conversations, actions taken in Salesforce.com
- Must be able to handle both inbound and outbound calls multiple customer emails on a daily basis
- Engage with your customers via web conferencing on a scheduled cadence to discuss goals, share business and progress insights, efficiencies, and roadblocks assess level of satisfaction
- Train new clients on Medical Billing Software
- Software training or support
- Must be able to maintain company safety standards, and the ability to assist and cooperate with other departments
- Measure impact of curriculum or course delivery
- Provide regional and global support to customer initiatives as necessary
- Proficiency with Microsoft Office applications, Adobe and web/video conferencing
- Travel required must have a valid passport
- Ability to understand and grasp customer information and formulate appropriate solutions
- Bachelor’s degree + 3 years of CSM or account management experience preferred, ideally in a Software as a Service (SaaS) organization
- Minimum of three years experience in a customer service, project management, or executive assistant role
- Experience in customer success or customer adoption/retention a strong plus
Customer Success Specialist Job Description
- Responsible for scheduling and executing localization initiation, projects, trainings and project launches and provide support to key level clients of onDemand
- Will handle allocation of translation tasks to vendors for time and quality requirements and will assist the sales team in delivering estimates quotations and end customer service
- Handle project resources and resource allocation while ensuring compliance of project related activities with quality and sourcing policy requirements
- Monitor KPI’s for quality, time and financial results and the contribution to its improvements with continuous improvements in an area of project management and customer satisfaction
- Handle continuous improvement in an area of project management, customer satisfaction and building strong relationships with external and internal users
- Identify and analyze project related issues, develop and execute solutions and perform data
- Execute daily customer support operations, including responding and following up on reported issues
- Collaborate with Developer Advocates to produce content to improve customer experience
- Prioritize and recognize trends in customer issues
- Track support level and customer satisfaction metrics
- Experience in consulting, technology delivery, or account management helpful
- Self motivated and passionate about technology
- Understands the dynamics of business change
- Minimum 5+ years of progressive account management or success management experience in a technology environment, med-tech environment preferred
- BS/BA in Business or Marketing
- Minimum 3-5 years of account management or success management experience in a technology environment , med-tech environment preferred
Customer Success Specialist Job Description
- Capitalize on your customer service and account management skills
- Support a Cloud-Based Enterprise Application
- Be an expert at solving payroll issues
- Interact with customers and fellow employees in a timely, patient, tactful and professional manner
- Supporting business initiatives relevant to the creation of customer value
- Answers customer inquiries by chat, email and phone
- Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes
- Clear and concise case documentation in knowledge share database
- Educate new and existing clients on how the Lighthouse360 software interacts with an offices' practice management software
- Documenting account changes and relaying them to the Configuration team for completion
- 3+ years relevant work experience in a customer success, account management, or strategic consulting role
- Ability to troubleshoot and think outside of the box
- Excellent understanding of project management tools and methods
- Ability to multi-task and work under time constraints and pressure
- Excellent project management, verbal and communication skills
- Expertise in client management, consultation and administering IT tools for localization process
Customer Success Specialist Job Description
- Provide feedback from clients to our Development team to further refine the Product
- Perform other related duties and tasks as necessary or as assigned
- Be the go between for Client support teams and development
- Manage critical issues, work down issue backlogs, highlight and chase high-urgency issues
- Treat all issues from a client viewpoint in terms of resolution and responsiveness
- Proactively communicate with customers via phone and email to gather necessary information to keep them informed of account status and ensure they are on track to reach their first payroll goal
- Successfully work with internal partners to identify and address any issues that will delay onboarding
- Ensure active use and customer success by walking customers through their first payroll including educating them on product features, benefits and tools available resources
- Seamlessly transition customers to our Care team following a successful onboarding
- Management of non-standard projects with increased level of complexity
- 1-2 years of professional experience in localization or related area preferred but not required
- Minimum 3-4 years as a Business Analyst or Business Operations Analyst with Gainsight experience
- Minimum 3 years customer care experience preferred
- Well-developed project planning and operational execution skills
- Working knowledge of reviewing contracts and other legal documents
- Experience collaborating with senior level executive staff (both internal and external/customer)
Customer Success Specialist Job Description
- Drive customer retention and revenue growth for an established customer base
- Provide accurate monthly/quarterly sales forecasting, where applicable
- Partner and build relationships with external clients
- Handle high volume of customer contacts through phone and email each day
- Managing the calendar of five implementation engineers located across the U.S
- Working closely with Support, Operations, Logistics, Sales, and Legal to execute professional services tasks
- Assisting in onboarding new implementation engineers by providing a curriculum and executing training schedules to decrease ramp time
- Managing a team of partner engineers, and responsible for training, dispatching and invoice tracking
- Ability to work with various internal and external resources to schedule activities
- Developing and maintaining data in the systems used by the Customer Success group
- Should have worked and handled Business Intelligence or Reporting Tools – ability to create reports
- Ability to understand and grasp basic customer information
- Ability to be flexible in order to go off script to answer potentially complex questions but still return to the script to finish the call
- Knowledge of products in order to answer customer questions in a way that build a successful account for the life of the account
- Relocation is not being offered
- Previous experience in technical support, customer success, account management, an advantage