Customer Success Specialist

Location: Herndon, VA (3 days per week in-office)
Position: Customer Success Specialist
Job Type: Full-time

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organizations compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster.

Job Summary:
The Customer Success Specialist (CSS) is responsible for driving customer satisfaction, adoption, and long-term success by ensuring customers realize the full value of Assureds solutions. The CSS manages a portfolio of customer accounts, serves as the primary point of contact for inquiries and support needs, proactively monitors account health through regular customer touchpoints and Quarterly Service Reviews (QSRs), and identifies opportunities for account expansion.

Key Responsibilities:

• Build and maintain strong relationships with your customers while ensuring their needs are being met in a timely manner.
• Conduct regular Service Reviews to identify potential issues, understand customers current and future plans, and discover opportunities for upselling services that align with the customers needs.
• Monitor accounts and proactively address any issues, escalating as needed, while also surfacing opportunities for improvement.
• Resolve complex customer problems or disputes in a professional manner.
• Support proactive marketing campaigns to keep customers informed about product updates and best practices.
• Keep records and documentation of customer interactions.

Key Qualifications:

• Bachelors degree required.
• Minimum of 2 years of experience in customer success, account management, or a strategic customer-facing role (preferably in SaaS or technical industry).
• Strong analytical, problem-solving, and conflict-resolution abilities.
• Exceptional verbal and written communication skills
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, who can quickly adjust priorities
• Ability to learn new software tools on the job

Preferred Qualifications

• Knowledge of Zendesk, ChurnZero, or HubSpot
• Experience in Customer Success

What We Offer

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401K program with company matching.
• A dynamic, inclusive, and collaborative work environment.
• Hybrid work schedule requires an in-office presence with remote work flexibility.

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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