Customer Success Specialist

Providing an Exceptional Employee Experience At Access One, our people have defined us from the beginning, and they continue to do so today. Our team is made up of the finest in the industry, and we take pride in our reputation for unmatched client care. Each employee is a vital asset to our team, and together our staff is the driving force behind our success. You’ll work alongside people with a positive attitude who are empowered to make a difference and collaborate. As we’ve grown over the years, we’ve maintained a small company feel with a relaxed and fun family atmosphere. We are always looking to grow our hybrid workforce with talented, hard-working individuals who share our passion for delivering an exceptional client experience, enjoy a challenge and thrive in a collaborative work environment. Benefits of Working at Access One Access One offers our employees what larger companies cannot — the opportunity for your ideas to be heard and the ability to contribute in a meaningful way. We provide hands‑on learning and career development opportunities to help you excel. Just a Few of our Perks and Benefits! Benefits and job perks make a huge difference. At Access One, we believe benefits are a vital piece of the total value proposition and part of what makes Access One a great place to work! Medical, Dental, Vision, & Life Insurance Benefits 401K Program with Company Match Comprehensive benefits including financial planning Vacation and Time Off Benefits Smart-Casual Dress Environment Dress for your role and always put your best foot forward Professional Growth Opportunities Development and growth through continual learning Relax at company events, gym membership incentives Culture & Diversity Recognition of accomplishments, large & small Volunteer and Donation Opportunities The ability help improve our community Position: Customer Success Specialist Location: Chicago, IL Job Id: 486 # of Openings: 1 Customer Success Specialist Access One is a business technology services and telecommunications provider dedicated to delivering world-class solutions and an award‑winning client experience. Founded in 1993, Access One provides seamless, scalable technological services that evolve with our client's businesses. Our custom‑tailored solutions can be delivered modularly or as a complete, end‑to‑end package, ensuring clear accountability across business phones, communications platforms, managed IT, cybersecurity, security systems, and cloud‑based services. By simplifying technology management, Access One helps businesses reclaim time and increase productivity. Our clients’ success is our success. The Customer Success Specialist develops and maintains long‑term business relationships by serving as an internal advocate and client liaison. This role will require a hybrid of soft and hard skills required to manage customer relationships. In addition, this role will demonstrate superb communication, organization, and time management skills, with the ability to effectively handle several diverse and complex needs at the same time. Job Responsibilities Build relationships with assigned clients, which includes being involved in any customer calls, ranging from onboarding calls, quarterly review calls and more. Establish a trusted and strategic advisor relationship to help drive high levels of customer satisfaction. Maintain and implement customer success strategies and best practices by utilizing regular “check‑ins” for consistent communication. Following up on any and all items that have crossed your path. Serve as escalation point for client issues, and work to involve any necessary departments and management teams as needed. Communicate effectively with both internal and external senior level management to understand client needs, maximize retention and growth, and communicate learnings. Responsible for helping maintain accurate documentation including creating a runbook for each change order, specific self‑help guides, important documents and contacts. Stay informed on the customer account details and work to ensure contact information and other pertinent details are updated accordingly. Audit account services to ensure billing and details are on point, open tickets as needed for any adjustments. Work to provide access to online billing portal and answer questions regarding billing amounts and service inquiries. Qualifications 2 – 5 years of experience as a Customer Service Specialist, Customer Service Representative or Customer Service‑related role. Familiarity with Microsoft applications (Outlook, Teams, Excel, Word, SharePoint). Experience working with ticketing systems (ConnectWise preferred). Preferred Qualifications Experience at a Managed IT Services Provider (MSP) preferred. Strong organizational and time management skills. Who you are Strong attention to detail and ability to identify concerns proactively before they become larger problems. Able to understand the client’s priorities and ability to manage competing multiple tasks effectively. Strong communication skills along with ability to maintain accurate documentation and client records consistently. Consistent demonstration of strong organizational, project/program management, change management, documenting and problem‑solving skills. Demonstrates strong follow‑through and accountability while orchestrating across multiple groups to ensure client’s outcomes are met in a fast‑paced environment. Self‑motivated with a customer‑focused mindset and a sense of urgency when needed. Comfortable learning new systems and technologies quickly. Self‑motivated and highly organized with strong task tracking and follow‑up skills. Ability to maintain accurate documentation and client records consistently. Compensation Base salary $65,000 - $70,000 Why Access One Opportunities to grow your career and expand your expertise Continuous learning and professional development Advancement opportunities based on consistent performance Exposure to a broad portfolio of telecom and managed IT solutions Comprehensive health, dental, and vision coverage 401(k) with company match Generous PTO and flexible work environment Engaging company events supporting work‑life balance Volunteer and donation opportunities to support the community Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. At Access One, you get to help people. You get to help businesses run better and more securely. You get to make a difference in the lives of our clients. And you do so in a way that is fulfilling, personally and professionally. Meet The Team That Supports Your Technology Needs Expert guidance and support will help you meet your goals. #J-18808-Ljbffr Access One, Inc