Customer Support Representative

Customer Success Representative (CSR) We're seeking a proactive and customer-centric Customer Success Representative (CSR) to join our growing team. As a CSR, you will be the primary contact for customers post-sale, responsible for onboarding, relationship management, and driving product adoption and satisfaction. This position offers clear career development paths in customer-facing, account management, or leadership roles. You'll work closely with Account Managers, Product, and Support teams to ensure customers receive maximum value and support from our solutions. Key Responsibilities Customer Onboarding: Guide customers through product onboarding, training sessions, and initial implementation. Relationship Management: Build long-term relationships, serving as a trusted advisor and main point of contact for assigned accounts. Customer Health Monitoring: Track customer engagement, product usage, and satisfaction metrics to proactively spot risks and opportunities. Issue Resolution: Respond to inquiries, troubleshoot problems, and ensure swift resolution of concerns. Feedback Collection: Gather customer feedback, advocate for their needs internally, and contribute suggestions for product/process improvements. Expansion & Retention: Identify upsell, cross-sell, or renewal opportunities with existing customers, collaborating with Sales or Account Managers. Education & Enablement: Educate customers on new features, updates, and best practices through calls, webinars, and documentation. Internal Collaboration: Work with Support, Product, and Sales teams to deliver a seamless customer experience. Reporting: Maintain accurate notes and activity records in CRM. Track KPIs such as satisfaction, retention, and churn. Requirements Required Qualifications Bachelor's degree or equivalent experience preferred (Business, Communications, or related field). 1+ years in a customer-facing, support, or account management role. Strong communication, troubleshooting, and time management skills. Empathy, customer advocacy, and a proactive, solution-oriented approach. Familiarity with CRM and support platforms. Core Competencies Excellent verbal and written communication Active listening and rapport building Persistence and resilience in handling challenges Goal-oriented and organized multitasking Willingness to learn, accept feedback, and improve Self-motivation and initiative Benefits Career Growth & Development Structured onboarding and training plan for the first 30/60/90 days Clear career progression opportunities Regular feedback and performance reviews Compensation & Benefits Competitive salary and bonuses based on attainment of KPIs and customer-centric outcomes Health, dental, and vision insurance Paid time off and holidays Professional development budget and access to training