About this role

Be an expert on system functions and features to become a strategic advisor for clients
Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements
Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight and is kept up-to-date regularly
Lead regular account reviews with clients to ensure proper usage of the system
Gather local client feedback and deliver feedback to product teams
Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately
Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth

Bachelor’s degree or equivalent experience in business, or related field
Minimum 2 years previous experience in Customer Success or On-boarding
Strong technical aptitude and ability to learn new technologies quickly
Excellent interpersonal skills for phone troubleshooting and writing skills through email
Excellent time management and communication skills

Customer Success Specialist

Key skills