Act as key point of contact and manage the Customer Success inbox by triaging and responding to customer inquiries, resolving issues efficiently, and routing requests to the appropriate internal teams
Provide customer onboarding support using various resources such as product demos, 1:1 training calls, sending materials, etc.
Assist with identifying new business opportunities, analyzing account activity, assisting with account/territory activities, and handling day to day account administration
Ensure timely activity/account updates in CRM, run reports and partner with sales team members as needed, etc.
Assist with scheduling/coordinating logistics for customer demos/trainings, meetings and events
Partner with Customer Success Lead and other internal teams to improve workflows/processes that elevate the customer experience and other projects
Create customized documents, collateral and presentation materials to support customer onboarding, training, and ongoing success as needed

Bachelor’s degree
minimum 3+ years of experience in a customer success, customer support or sales support role
1+ year of experience doing product demos, presentations or trainings using video-conferencing tools for internal or external customers
Experience using a CRM to track and manage daily activities
Strong relationship building, interpersonal, communication, organizational and follow-up skills
Willingness to travel a few of times/year to necessary team/company meetings (up to 15%)

Customer Success Specialist

Key skills