
Customer Success Specialist
Há 7 dias
Accountabilities:
• Consistently deliver timely, high-quality onboarding and training experiences with support from leadership as needed
• Coordinate cross-functionally with teams like Science and Product to resolve onboarding and training issues and communicate options and solutions clearly to customers
• Provides ongoing product support and helps ensure smooth customer experiences
• Collaborate with the Customer Success Operations Manager to meet customer needs and support ongoing retention goals
Responsibilities:
• Serve as the day-to-day onboarding and training contact for assigned customers, managing communication and providing timely, empathetic responses to any questions or concerns
• Troubleshoot, escalate, and triage any customer issues arising from the onboarding phase, collaborating with Product, Science, and Customer Success Ops to drive resolution
• Participate in recurring onboarding check-ins with customers to reinforce engagement and ensure continued satisfaction
• Monitor and act on customer onboarding KPIs, surfacing trends or potential risks to leadership
• Capture customer feedback and help prioritize enhancements or fixes arising from the onboarding cycle
• Contribute to both internal and external customer-ready documentation and workflows to enhance onboarding processes and improve efficiency
• Maintain a clear and thorough understanding of product functionality to deliver effective, proactive guidance though the onboarding cycle
• Assist with data analysis and troubleshooting, providing actionable insights where applicable
Requirements:
• Bachelor's degree with strong academic credentials (Engineering, Economics or Business preferred)
• 2-4 years of customer‐facing experience in technology, product management, or consulting
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus)
• Ability to proactively manage multiple commitments and tasks across multiple customers
• Intellectual curiosity and eagerness to apply rigorous analytics to business problem
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