Customer Success Specialist
About RISA
RISA Tech, Inc. has been developing cutting-edge structural design and optimization software since 1987. With a well-trained team of engineers and software developers, we are working to meet the needs of our growing client base by implementing new design features and expanding the suite of software tools that we offer.
Reports To: Manager, Customer Success
Status: Full-Time, Non-Exempt
Position Overview:
The Customer Success Specialist acts as a bridge between customers and the company. They work closely with various departments, including sales & marketing, technical support, training and finance, to facilitate a cohesive and satisfying customer journey. Their role is crucial in understanding customer needs, providing timely assistance, and ensuring that customers extract maximum value from the products or services offered.
Responsibilities:
- Welcome new customers effectively via outbound phone calls and emails. This involves understanding their objectives, helping them get started, scheduling an onboarding meeting with the Solutions Engineer and ensuring they have the resources they need for a smooth start.
- Build and maintain strong relationships with customers. The Customer Success Specialist regularly checks in with customers to gauge their satisfaction, address any issues, and maintain open lines of communication.
- Anticipate potential problems and reach out to customers proactively. By providing guidance, resources, and support before issues arise, they help prevent churn and increase long-term satisfaction.
- Responsible for tracking customer health metrics, such as product usage, engagement levels, and feedback. By analyzing these metrics, the Customer Success Specialist can help the Customer Success team identify at-risk customers and implement strategies to improve their experience.
- Responsible for tracking customer progress along the mapped-out journey and presenting KPI to the Manager, Customer Success, on a regular basis.
- Whether it's handling support tickets or escalating critical issues, the Customer Success Specialist ensures that customer problems are resolved swiftly and effectively. They act as a liaison between the customer and other teams to facilitate problem-solving.
- Collecting and analyzing customer feedback is essential to understand their needs and improving the product or service accordingly. Customer Success Specialist leverages this feedback to advocate for customers within the company.
- TheCustomer Success Specialist is responsible for creating and providing educational resources, such as tutorials, webinars, and documentation to help customers maximize the value they get from the product or service.
Qualifications:
- Associate degree required. Bachelor's degree preferred.
- 2 to 3 years experience in Customer Success and SaaS environment required.
- 2+ years of experience making outbound calls to customers is a plus.
- Working knowledge of HubSpot is required
- Comfortable with navigating multiple software and learning new ones.
- Possess a solid understanding of the company's products or services. Knowledge of RISA software is a plus.
- Manage multiple customer accounts, tasks, and priorities requires strong organizational abilities and attention to detail.
- Prioritize customer satisfaction and success, while striving to exceed their expectations, is central to this role.
- Excellent verbal and written communication skills are essential for interacting with customers, understanding their needs, and conveying information clearly and concisely.
- Understand and empathize with customers' challenges and goals and ability to reduce the intensity of a conflict are crucial for building strong relationships and providing effective support.
- Able to analyze problems, think critically, and devise efficient solutions is key to resolving customer issues promptly.
- Comfortable analyzing customer data and metrics to identify trends, risks, and opportunities for improvement.
- Able to work effectively with cross-functional teams, leveraging various departments' expertise and resources to enhance customer experience.
- Flexible and adaptable to changing circumstances, customer needs, and company goals.
- Manage time efficiently to balance reactive support with proactive engagement and follow-ups.
Compensation:
The pay range for this position is $28 to $33 an hour with an additional annual bonus.
Benefits:
- 3 weeks of Paid Time Off
- 12 paid holidays
- Medical, Dental, Vision insurance starting the 1st of the month following date of hire
- Short Term and Long-Term Disability Benefits
- Flexible Spending Account & Health Savings Account
- Life & AD&D insurance
- 401(k) with a 5% employer match
- Annual Bonus
- Pet Insurance
- Employee Assistance Program
Join us as we strive to deliver exceptional service and support to our valued customers!
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