Customer Success Specialist - Morning Shift

Job Summary:

The Customer Success Specialist is responsible for ensuring customer satisfaction, retention, and growth by building strong relationships, guiding customers through onboarding, and identifying opportunities for product adoption and expansion.

Key Responsibilities:

• Takes initiative to identify opportunities and areas for improvement.
• Works autonomously towards achieving defined targets and outcomes.
• Takes initiative to solve problems and improve processes with minimal supervision.

• Has solid knowledge of the product and can guide customers on its basic functionalities and clearly articulate its benefits.

• Identifies basic opportunities and shares leads with the sales team or senior specialists. Has sound ability to analyse customer usage and uncover needs.

• Communicates clearly with all stakeholders to resolve issues and provide product guidance.

• Assists with the onboarding process, often coordinating with other teams to ensure smooth implementation.
• Sound ability to identify risk.

• Builds rapport and provides ongoing support to customers, helping them use the product effectively.

• Monitors customer engagement and escalates any issues or concerns to senior team members.

Qualifications:

• At least two (2) years of experience in customer success, account management, or a client-facing role.
• Strong communication and interpersonal skills.