Client Success Specialist (Permanent WFH, Night Shift)

SUMMARY

As a reactive account management team member, the CSR collaborates closely with technical support teams and company stakeholders to deliver a seamless and responsive client experience.

JOB RESPONSIBILITIES

• Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
• Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
• Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.

• Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
• Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
• Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.

• Develop and maintain a positive relationship with Select level customers to foster customer loyalty and retention.
• Keep Select-level customers informed on the status of their service requests and provide regular updates on service developments.
• Identify potential service needs and communicate opportunities for additional support or services to relevant account managers or sales representatives.
• Work with the account management team to complete any potential cross-sell or upsell opportunities, collaborate with renewals specialists to assist with any client renewals

• Maintain accurate records of all customer interactions and outcomes in CRM/CSM and ticketing systems.
• Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
• Document common issues and resolution procedures to enhance knowledge-sharing within the team.

• Participate in ongoing training and development to stay up-to-date with industry best practices and company services.

• Bachelor’s degree in business administration, marketing, or a related field

• 1-2 years of experience in client success or account management
• Fluent in American English; strong speaking and writing skills.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and projects simultaneously.
• Knowledge of customer success principles and best practices.
• Experience working with CRM systems and other customer success tools.
• Passion for delivering exceptional customer service and building long-term relationships with customers

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.