customer success specialist Job Description Template
Our company is looking for a customer success specialist to join our team.
Responsibilities:
- Run new batch/cohort student orientation and match mentors with learners;
- Ensure exceptional student learning experience to maintain a high NPS through regular check-ins;
- Conduct ad-hoc training platform training sessions;
- Create and run our slack online community of learners;
- Resolve the day-to-day queries/problems/issues faced by students utilizing our tools and processes;
- Help customers implement integrations with the BirdEye platform;
- Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption;
- Providing onboarding support for additional upsell locations and other situations requiring that type of support;
- Strategize and execute offline student and mentor engagement activities;
- Strategize and execute webinars for our learner community;
- Responsibility for the ongoing support and retention of an assigned base of accounts;
- Evaluate customers usage of the BirdEye platform and determine additional ways the customer can successfully leverage the platform features;
- Run weekly office hours;
- Provide reactive support for accounts that are at risk and escalated account issues.
Requirements:
- Exceptional Saas product knowledge;
- Knowledge of Salesforce CRM a plus;
- Strong oral and written communication skills;
- Customer experience champion;
- 2-4 years of experience in a customer facing support/success/onboarding role;
- Understanding of competitive landscape;
- Bachelor’s degree preferred;
- Consultative approach to account management;
- Understanding of SMB space, particularly in the specified vertical;
- Deep customer empathy;
- Ability to effectively manage delicate customer situations.