Customer Success Specialist

The Customer Success Specialist will work directly with our clients to provide product support for our proprietary software Program Portfolio Portal (P3). The Customer Success Specialist will help craft our customer-success strategies, build strong relationships with clients and collaborate with cross-functional leaders internally to deliver excellent customer experience. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. The Customer Success Specialist will develop customer relationships that promote retention and loyalty, working closely with the customer to ensure they are satisfied with the services they receive.Primary ResponsibilitiesProvide product help desk support for customersAddressing customer concerns and providing solutions to resolve issues in a timely mannerIdentifying opportunities for customers to use the product more effectively and encouraging feature adoptionOnboarding new customers by providing training and resources to facilitate product adoptionGathering feedback from customers and analyzing customer data to identify best practicesMaintain updated product documentation and training materialFacilitate new business developmentMaintain customer health and introduce new, valuable features as they become relevant on the customer journeyContribute to initiatives outside of customer conversations that better the customer experienceCustomer advocate and liaison to provide feedback to internal teamsRequired QualificationsActive listener and strong customer service skillsExcellent interpersonal skills with the ability to collaborate well with othersAdaptable nature and the willingness and ability to shift priorities quickly to meet the needs of our customersStrong communication and presentation skillsSelf-motivated and resourcefulFocus on problem solving / positive user experienceAbility to manage multiple complex customer journeys at once Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Created: 2024-12-28