Customer Success Specialist

Key Responsibilities:

We are looking for a customer success specialist who will roll up their sleeves and lead from the trenches. As a key member of the Customer Success Team, the specialist will help craft our customer-success strategies, building strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about identifying problems, finding solutions, and improving relationships to ensure customer success.

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, satisfaction, retention, and renewal.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data as directed Responsibilities.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores as well as metrics demonstrating the positive impact of Innergy on users, to identify areas for improvement.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Professional Qualifications:

• Three to five years of experience in communications, marketing, sales, account management, or customer success
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities Preferred skills and qualifications
• Bachelor’s degree or equivalent
• Knowledge of project management tools
• Experience in all phases of mobile application development will be a big advantage