about the role:
As the Customer Success Specialist (CSS) you will be accountable for supporting a small team of Customer Success Managers (CSM) assisting in internal, cross-functional tasks contributing to the health and referencability of strategic customers. You will establish yourself as a trusted team member, work with CSMs to maintain success plan documentation, conduct internal case history research, gather status updates and follow open items closely for timely resolution. The role impacts the success of the Risk Program and Reference Program; interacting with all teams across the company to focus on retention while delivering a world class service.
Responsibilities:
- Build excellent cross-functional working relationships with PS, Support, CST, SRE, Renewals + Custom DEV
- Work closely with CSMs to support their needs in pursuit of developing Customer Success Plans and executing those plans related to customers at-risk
- Undertake reviews of customer case and professional services engagement history to determine themes and patterns contributing to satisfaction decline
- Co-ordinating with multiple stakeholders within the business to gather status updates on open items related to action and success plans as requested by CSMs
- Organized and timely summary of internal activities and related status updates to CSMs
- Maintain excellent documentation within Salesforce and other tools used by the team
- Identifying areas for potential process improvement and contributing ideas for improvement internally
- Proactively conduct account reviews, in collaboration with CSMs, providing clear and concise summaries of recent customer activity
- Investigate areas of concern based on proactive account review findings to determine and document root cause contributing factors
- Regularly review
Essential experience & skills:
· Demonstrable experience in a customer success role
· Ability to quickly learn processes in place, stakeholders, and communicate effectively
· Strong problem solving skills and ability to determine root cause of challenges
· Enthused by generating outstanding customer feedback and reviews
· Ability to manage multiple priorities, completing tasks to agreed deadlines and to a high standard
· Proactive approach to learning and development with high self-motivation level
· Highly organised to keep records of actions and assures follow up is happening
· Exceptional customer service skills
· Minimum 2 years’ experience in either Account Management, Sales, Customer Success role