Customer Success Specialist Job Description Template
Our company is looking for a Customer Success Specialist to join our team.
Responsibilities:
- Respond to all customer inquiries regarding services, orders, designs, and online interactive tools through email, Chat, and phone calls;
- Partner with stylists to ensure customer’s needs and requests are successfully captured in the designs;
- Actively search for, identify, and develop upsell opportunities;
- Increase customer retention and renewal rates;
- Continuously engage with customers through various channels to re-establish value in our product;
- Product & Service Knowledge;
- Communication;
- Respond to customer support requests from customers via text, email or phone;
- Create bug reports and manage their resolution with product and engineering teams (Experience with customer ticketing systems is a plus);
- Working closely with engineering and product on customer product implementation and feature requests;
- Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal;
- Directly own and manage existing Thankful deployments and customer relationships;
- Investigation and analysis of inquiries for product or user error;
- Assist in the on-boarding of new customers;
- Troubleshooting and problem solving with users to resolve issues.
Requirements:
- Bachelor’s degree;
- Highly data-driven to deliver overall company goals and metrics;
- Experience working with Engineering teams, Sales, and Product Managers;
- Customer-facing personalized customer service, account management, retention management, or corporate training experience required;
- Strong attention to detail, empathy, and the ability to work in a fast-paced environment, handling large volume without sacrificing quality;
- Technical or analytical work or internship experience is preferred;
- Strong working knowledge of Microsoft Office applications;
- Strong technical understanding and capability;
- 3 years of customer facing experience, SaaS a plus;
- 0-2 years of professional work experience;
- Excellent communication (written and oral) and interpersonal skills;
- Bachelor’s degree preferred or equivalent experience;
- Communication: Professional communication skills over various channels with internal and external stakeholders;
- Self-motivation and self-management skills;
- Punctual.