Specialist, Customer Success

Job Title:

Job Description

• Manage high volume of customer contacts and communications through phone and email each day

• Use contact search and productivity tools to verify contact information is accurate

• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion

• Develop a level of product knowledge to speak intelligently to customers and address specific objections

• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems

• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"

• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage

• Work with teams and management to promote a positive customer experience

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