We are looking for a customer success specialist who will roll up their sleeves and lead from the trenches. As a key member of the Customer Success Team, the specialist will help craft our customer-success strategies, building strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about identifying problems, finding solutions, and improving relationships to ensure customer success.
Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, satisfaction, retention, and renewal.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
Maintain existing customer-success metrics and data as directed Responsibilities.
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores as well as metrics demonstrating the positive impact of Innergy on users, to identify areas for improvement.
Work with sales and marketing teams to boost customer referrals and develop case studies.
Professional Qualifications:
Three to five years of experience in communications, marketing, sales, account management, or customer success
Strong skills in verbal and written communications, strategic planning, and project management
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities Preferred skills and qualifications
Bachelor’s degree or equivalent
Knowledge of project management tools
Experience in all phases of mobile application development will be a big advantage
