Customer Success Specialist

Sunbird

Location: New York City, New York, USA

Category: Customer Success

Salary: 0 - 0 USD / yearly

Full-time

Job Description

The Customer Success Specialist focuses on supporting clients by conducting proactive Customer Success engagements to resolve challenges, identify opportunities for ROI, and ensure they are poised to maximize the value of their solutions.

Responsibilities

Resolve client issues and ensure their needs are addressed.
Identify opportunities for increased ROI through feature adoption and integrations.
Onboard or offboard client team members from Support Portal as required.
Gather data on solution usage, track feature requests, and monitor licensing needs.
Collaborate with internal teams to escalate issues and connect clients with the appropriate SME.
Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools.
Assist clients who opted for DIY implementation by providing proactive guidance and support.
Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary.
Contribute to process improvements by sharing insights, best practices, and developing client resources.
Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings.

Qualifications

Demonstrated ability to learn and apply new tools or strategies quickly.
Strong interpersonal and communication skills with a client-first approach.
Ability to manage multiple client interactions and prioritize tasks effectively.
Comfort working primarily on the phone and via virtual meeting platforms.
Eagerness to learn new systems and adapt quickly to changing priorities.
Familiarity with customer support or ticketing platforms and collaboration tools.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Perks & Benefits

Delight clients and focus on end client/user experience.
Generous PTO Policy.
Medical, dental, vision, and life insurance benefits.
Culture of collaboration, teamwork, creativity, and initiative.

Why Join Us?

Opportunity to work with a leading DCIM Solution provider.
Exciting professional growth prospects.
Join a team that values client satisfaction and employee well-being.