Customer Success Support Specialist

General Job Description: 

The Customer Success Specialist maintains and expands relationships of their assigned accounts by understanding our customer’s business needs and bringing forth opportunities to the sales team. The Customer Success Specialist represents the entire range of company products and services on behalf of the organization, therefore, must be detail oriented, extremely well organized, and can communicate well with others. The position has direct customer contact with non-Enterprise level accounts and requires deep analytical thinking and system administrative responsibilities. The Customer Success Specialist must also be able to work independently, act professionally in all aspects of this position, and work in an environment that can be very fast paced and challenging.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

· Operate as lead point of contact for any and all matters specific to your customer accounts 

· Ensure the timely and successful delivery of our solutions according to the customer needs and objectives

· Proactively stay up to date with all the latest technologies concerning wireless products and the underlying technologies

· Be open to take on side projects, as it relates to customers

· Ability to work inter-departmentally to fulfill customer requests

· Fielding inbound customer requests and quarterback process until complete

· Assist Operations in verification of customer orders and/or clarifications

· Speak to customers for any non-support related questions or issues 

· Assist team with creation and distribution of monthly newsletter

· Ensure accuracy across all platforms for each customer

· Take lead on opportunities in order to provide value to each customer

· Be a subject matter expert for all things Gridline

· Manage and maintain each customer account within Salesforce

· Attend customer and internal meetings

· Support customer presentations and trainings

· Assist team with creation and distribution of monthly newsletter

Knowledge, Skills and Abilities:

· Service-oriented with a focus in escalated customer requests

· Extensive experience in examining, investigating, and solving dynamic and complex problems

· Ability to think "out-of-the-box” and develop creative solutions

· CRM software experience (Salesforce.com preferred)

· Excellent technical and troubleshooting skills

· Outstanding communication skills, both written and verbal

· Strong follow up skills

· Highly self-motivated with the ability to multi-task

· Can work independently with minimal supervision as well as work with a team

· Extremely organized and able to prioritize

· Adaptable and willing to learn

· Willingness to lend a hand where needed based on department needs

· Comfortable calling customer and good phone etiquette

· Proficient in Microsoft Office Suite with intermediate proficiencies in excel

Education and Experience:

• Bachelor’s degree in related field or 1-2 years of equivalent job-related experience preferred
• 1+ years of Customer service and support (SAAS environment)
• CRM experience (Salesforce)

Supervisory Responsibility

None

Work Environment

This job operates in a clerical, office setting. Noise level is typically moderate. This role routinely uses standard office equipment such as computers, phones, filing cabinets, copiers, scanners and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position which will typically involve approximately 40-45 hours a week Monday through Friday but are subject to change at the company’s discretion.

Travel

Little to no travel is to be expected.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.