About the job
Job Title: Customer Success Specialist (CSS)
Role: Full Time, 40 hours per week, Fully Remote
Job Overview:
Join our dynamic team at onlyexperts as a Customer Success Specialist (CSS) and play a pivotal role in ensuring our clients have an exceptional experience on our purchasing platform. This fully remote position is ideal for individuals who are detail-oriented, possess outstanding communication skills, and are passionate about helping clients succeed. You will support our Customer Success Managers (CSMs) by managing day-to-day account activities, enhancing client communications, and driving overall customer satisfaction for our low-touch and mid-tier clients.
Key Responsibilities:
● Client Outreach: Proactively engage with a diverse range of clients to ensure seamless functionality on our platform, collecting valuable insights to inform future product enhancements.
● Account Management: Independently manage communications and address the needs of lower-tier and less complex accounts, ensuring every client feels supported and fully operational.
● Onboarding Assistance: Facilitate the onboarding process for new clients, including account setup, introductory training, and addressing initial inquiries. Over time, take on full end-user onboarding to allow CSMs to focus on strategic stakeholders.
● Support Collaboration: Work alongside CSMs to assist with daily account tasks such as user outreach, capturing client feedback for platform improvements, and addressing client inquiries by directing them to the appropriate support channels.
● Engagement Monitoring: Track platform usage to identify potential issues or opportunities for improvement, collaborating closely with CSMs to enhance client engagement.
● Presentation Support: Aid in the creation of quarterly business review (QBR) presentations for CSMs, developing engaging Google Slide/PowerPoint decks that showcase client health scores, emerging trends, and the value derived from our platform.
● Initial Client Support: Act as the first point of contact for client inquiries, escalating complex issues to CSMs or other teams to ensure timely resolution.
● Sales Support: Identify potential sales leads through client interactions, assisting in sales initiatives by identifying outreach opportunities.
