Customer Success Specialist

Verge Inc. is a Software company based in Fremont, California. Job Description Plan, prioritize and delegate work tasks to ensure the proper functioning of the customer service department. Monitor, track, and enforce departmental policies, procedures, and goals. Identify and implement strategies to improve the quality of customer service. Onboard and train new employees in a streamlined and efficient manner which might involve administrative support. Ensure that secure and accurate records are kept and maintained of communications with clients. Follow the directions of the senior management and help develop and update customer service policies and procedures. Monitor customer grievance process. Review reports and take appropriate actions. Responsible for dealing with difficult and heightened customer service issues. Ability to work remotely from a remote location. Engage clients in meaningful discussion and resolve their software related issues. Deliver training to clients and arrange constant sessions in helping them set up the software according to their needs. Make necessary client calls and arrange meetings. Stay connected to social media activity and bring onboard new customers and help in retaining the existing clients. Qualifications At least 2+ years’ customer-facing experience A bachelor’s degree in business or a related field is required Onboard and train new employees in a streamlined and efficient manner Strong analytical skills and obsessive attention to detail, with the ability to multitask Ability to communicate proactively – connect the dots for the customer Passion for solving customer problems and helping them succeed Commitment to put the customer first, with empathy and emotional intelligence A personality that enjoys talking to customers and establishing good relationships Ability to manage customers’ expectations and experience in a way that results in high customer satisfaction Ability to dig into complex systems to understand how they work and how they can be improved Tech‑savvy – you can quickly understand and communicate complex issues in a simple manner An entrepreneurial spirit and a passion for improving products and processes Excellent written and verbal communication skills High levels of adaptability, initiative, and pro‑activeness A kind, open, fun, team‑oriented working attitude Experience working with IT applications (Intermediate Excel skills are required for this role) Additional Information All your information will be kept confidential according to EEO guidelines. Job Location #J-18808-Ljbffr Verge Inc.