Customer Success Specialist Job Description
Customer success specialist
provides an independent assessment of how the projects software development process is being implemented relative to the defined process and recommends methods to optimize the organizations process.
Customer Success Specialist Duties & Responsibilities
To write an effective customer success specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer success specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Provided service support for Customer Success Directors( CSD) and Relationship Managers on a dedicated pool of clients
Drive product and services adoption/utilization through proactive customer interactions
Respond to customer inquiries regarding product functionality or system issues
Work directly with customers to troubleshoot, research, and resolve questions and issues within our products
Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise
Effectively manage and prioritize customer issues
Assist in client training and education
Build trusted, consultative relationships with customers to engage them in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed
Own and manage the customer onboarding process from customer commitment stage through annual renewals
Discover and analyze gaps in the customer experience that may lead to customer attrition
Customer Success Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Success Specialist
List any licenses or certifications required by the position: ITIL, PMP, CCIE, CCNP, NABCEP, RCA, V3, V2, CMDB, SCRUM
Education for Customer Success Specialist
Typically a job would require a certain level of education.
Employers hiring for the customer success specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Computer Science, Engineering, Education, Technical, Computer Engineering, Electrical Engineering, Management, Communication, Technology
Skills for Customer Success Specialist
Desired skills for customer success specialist include:
Specialization architectures and customer stories
BGP
IS-IS
LISP and VxLAN
Software Defined Access
Software Defined WAN
DNA Automation and Assurance
Sales organizations and approaches
EGP
Especially in routing protocols: IGP
Desired experience for customer success specialist includes:
Work closely with the account team to integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs)
Works with publishers to resolve any challenges with their metadata and content deliveries content performance
Responsible for managing account inventory which may include monitoring customer inventory levels, channel management, updating product information, manual inventory entry, creating orders, ASN creation, developing reports and systematically purchasing inventory
Compile and submit reports as scheduled or when requested by customers and/or teammates
Coordinate with operations, finance and sales teams to identify and increase customer’s value added services
Schedule and conduct face-to-face Quarterly Business Reviews with each designated customer
Customer Success Specialist Examples
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Customer Success Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a customer success specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer success specialist
- Coach and train new and current teammates as needed
- Assist various teams in the delivery of system implementations, new business start-ups, BRD's and other projects
- Keep records of customer interaction and transactions, documenting details of conversations, actions taken in Salesforce.com
- Must be able to handle both inbound and outbound calls multiple customer emails on a daily basis
- Engage with your customers via web conferencing on a scheduled cadence to discuss goals, share business and progress insights, efficiencies, and roadblocks assess level of satisfaction
- Train new clients on Medical Billing Software
- Software training or support
- Must be able to maintain company safety standards, and the ability to assist and cooperate with other departments
- Measure impact of curriculum or course delivery
- Provide regional and global support to customer initiatives as necessary
Qualifications for customer success specialist
- Proficiency with Microsoft Office applications, Adobe and web/video conferencing
- Travel required must have a valid passport
- Ability to understand and grasp customer information and formulate appropriate solutions
- Bachelor’s degree + 3 years of CSM or account management experience preferred, ideally in a Software as a Service (SaaS) organization
- Minimum of three years experience in a customer service, project management, or executive assistant role
- Experience in customer success or customer adoption/retention a strong plus
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Customer Success Specialist Job Description
Job Description Example
Our growing company is looking for a customer success specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer success specialist
- Responsible for scheduling and executing localization initiation, projects, trainings and project launches and provide support to key level clients of onDemand
- Will handle allocation of translation tasks to vendors for time and quality requirements and will assist the sales team in delivering estimates quotations and end customer service
- Handle project resources and resource allocation while ensuring compliance of project related activities with quality and sourcing policy requirements
- Monitor KPI’s for quality, time and financial results and the contribution to its improvements with continuous improvements in an area of project management and customer satisfaction
- Handle continuous improvement in an area of project management, customer satisfaction and building strong relationships with external and internal users
- Identify and analyze project related issues, develop and execute solutions and perform data
- Execute daily customer support operations, including responding and following up on reported issues
- Collaborate with Developer Advocates to produce content to improve customer experience
- Prioritize and recognize trends in customer issues
- Track support level and customer satisfaction metrics
Qualifications for customer success specialist
- Experience in consulting, technology delivery, or account management helpful
- Self motivated and passionate about technology
- Understands the dynamics of business change
- Minimum 5+ years of progressive account management or success management experience in a technology environment, med-tech environment preferred
- BS/BA in Business or Marketing
- Minimum 3-5 years of account management or success management experience in a technology environment , med-tech environment preferred
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Customer Success Specialist Job Description
Job Description Example
Our growing company is hiring for a customer success specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer success specialist
- Capitalize on your customer service and account management skills
- Support a Cloud-Based Enterprise Application
- Be an expert at solving payroll issues
- Interact with customers and fellow employees in a timely, patient, tactful and professional manner
- Supporting business initiatives relevant to the creation of customer value
- Answers customer inquiries by chat, email and phone
- Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes
- Clear and concise case documentation in knowledge share database
- Educate new and existing clients on how the Lighthouse360 software interacts with an offices' practice management software
- Documenting account changes and relaying them to the Configuration team for completion
Qualifications for customer success specialist
- 3+ years relevant work experience in a customer success, account management, or strategic consulting role
- Ability to troubleshoot and think outside of the box
- Excellent understanding of project management tools and methods
- Ability to multi-task and work under time constraints and pressure
- Excellent project management, verbal and communication skills
- Expertise in client management, consultation and administering IT tools for localization process
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Customer Success Specialist Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer success specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer success specialist
- Provide feedback from clients to our Development team to further refine the Product
- Perform other related duties and tasks as necessary or as assigned
- Be the go between for Client support teams and development
- Manage critical issues, work down issue backlogs, highlight and chase high-urgency issues
- Treat all issues from a client viewpoint in terms of resolution and responsiveness
- Proactively communicate with customers via phone and email to gather necessary information to keep them informed of account status and ensure they are on track to reach their first payroll goal
- Successfully work with internal partners to identify and address any issues that will delay onboarding
- Ensure active use and customer success by walking customers through their first payroll including educating them on product features, benefits and tools available resources
- Seamlessly transition customers to our Care team following a successful onboarding
- Management of non-standard projects with increased level of complexity
Qualifications for customer success specialist
- 1-2 years of professional experience in localization or related area preferred but not required
- Minimum 3-4 years as a Business Analyst or Business Operations Analyst with Gainsight experience
- Minimum 3 years customer care experience preferred
- Well-developed project planning and operational execution skills
- Working knowledge of reviewing contracts and other legal documents
- Experience collaborating with senior level executive staff (both internal and external/customer)
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Customer Success Specialist Job Description
Job Description Example
Our company is looking for a customer success specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer success specialist
- Drive customer retention and revenue growth for an established customer base
- Provide accurate monthly/quarterly sales forecasting, where applicable
- Partner and build relationships with external clients
- Handle high volume of customer contacts through phone and email each day
- Managing the calendar of five implementation engineers located across the U.S
- Working closely with Support, Operations, Logistics, Sales, and Legal to execute professional services tasks
- Assisting in onboarding new implementation engineers by providing a curriculum and executing training schedules to decrease ramp time
- Managing a team of partner engineers, and responsible for training, dispatching and invoice tracking
- Ability to work with various internal and external resources to schedule activities
- Developing and maintaining data in the systems used by the Customer Success group
Qualifications for customer success specialist
- Should have worked and handled Business Intelligence or Reporting Tools – ability to create reports
- Ability to understand and grasp basic customer information
- Ability to be flexible in order to go off script to answer potentially complex questions but still return to the script to finish the call
- Knowledge of products in order to answer customer questions in a way that build a successful account for the life of the account
- Relocation is not being offered
- Previous experience in technical support, customer success, account management, an advantage