Customer Success Specialist
Current- Oversee assigned existing customer accounts and new product adoptions while executing strategies to minimize customer churn and increase customer lifetime value- Build and maintain strong relationships with customers, serving as their trusted advisor. Understand their goals and challenges, and proactively provide strategic guidance and support- Collaborate closely with the sales team to ensure timely renewals and identify expansion opportunities. Understand customer usage patterns and proactively offer additional products or services that align with their needs- Facilitate smooth customer onboarding to educate software users on best practices, guided set ups, and new tools and features- Efficiently manage high volume of external and internal emails and inbound and outbound phone calls to support both customers and colleagues- Host online and in-person trainings to educate users on best practices, guided course set ups, and new tools and features- Develop and execute calling campaigns and email campaigns to current customer accounts- Identify areas of concern with accounts and proactively build a strategy to improve their experience- Act as the voice of the customer within the organization. Advocate for customer needs, provide feedback to product teams, and collaborate with cross-functional teams to address customer concerns and deliver solutions that drive customer success- Host and moderate virtual marketing events including webinars, workshops, and conferences- Travel to customer accounts for on-site visits- Maintain timely and accurate record keeping and contact database- Strategic projects and initiatives
