Customer Success Specialist

Role Overview

• Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s)
• Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage
• Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value
• Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests
• Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions
• Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements
• Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs
• Escalate appropriate retention efforts to their manager
• Participate in Root Cause Analysis including incident and problem management activities
• Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis
• Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results
• Dedicate yourself to becoming well-versed in the SLED and FED procurement processes
• Clearly and professionally communicate with customers
• Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency

Requirements

• Bachelor’s degree preferred
• Proven work experience will be considered in lieu of a degree
• 1+ year of call center or support center experience
• Strong interpersonal, facilitation, listening, and relationship-building skills
• Thorough understanding of market research, data collection, and analysis
• Excellent verbal and strong communication skills
• Ability to prioritize and handle multiple requests concurrently
• Ability to problem-solve and bring a timely resolution to issues
• Ability to work independently and to be self-motivated based on pre-defined goals

Benefits

• None specified