Customer Success Specialist

Role Overview

• Simultaneously manage multiple customer relationships in regard to the onboarding experience into ERS/DRS software.
• Build and maintain strong relationships with key stakeholders at client organizations.
• Act as the primary point of contact for any issues or inquiries related to the onboarding ERS/DRS software.
• Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise throughout onboarding.
• Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics.
• Consult and facilitate training of customers on the use of software products and systems that we develop.
• Provide direct follow-up training when and where applicable and at your discretion as the owner of the customer relationship.

Requirements

• Three (3) years customer facing experience, ideally supporting software applications.
• Must have experience in support and/or customer relationship management with experience implementing SaaS preferred.
• Must have excellent demeanor with customers and problem-solving skills.
• Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
• Demonstrated troubleshooting abilities and attention to detail.
• Ability to use computers and computer systems to navigate databases, enter data, and process and document information.
• Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace.

Benefits

• Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
• Equal Opportunity/Affirmative Action employer.
• All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.