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Customer Success Specialist

TalentBridge Charlotte Full-Time
$65,000.00 - $85,000.00 / year
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The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers,  Customer Success Initiatives and be a resource on how best to leverage Customer Success Resources.



Minimum Qualifications

  • 1 -2 years previous customer success, sales, and/or renewals experience in quota bearing environment
  • Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area
  • Ability to forge strong customer relationships and insights over the phone
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
  • Ability to link business processes with product/technical solutions
  • Deep understanding of customer success principles, approaches and considerations
  • Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
  • Knowledge of sales organizations and approaches
  • Strong phone skills required
  • Strong verbal and written skills required
  • Experience in the software or saas sales or renewals environment
  • Program or Project Management skills are an asset
  • Successful candidates will possess the following:
  • Curiosity – someone who wants to learn and is naturally curious
  • Elevated level of integrity
  • Self-motivated and driven to high performance
  • Strong problem-solving abilities
  • Emotional intelligence exhibited via phone-ability to establish oneself as a trusted advisor for the customer



Responsibilities

  • Ensure that customers derive maximum value from their investment in our Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
  • Manage and collaborate interdepartmentally to resolve at-risk Customer escalations
  • Responsibilities may include providing or scheduling activation and/or product training, conducting customer health checks, identifying opportunities to expand relationships, up-selling/cross-selling new products and requires an elevated level of influence over the customer lifecycle through renewal
  • Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
  • Conduct outbound customer calls with a required minimum number of calls daily
  • Use Salesforce.com to document all customer opportunities and customer activity
  • Maintain Salesforce.com opportunities using probability definitions embedded to categorize opportunities accordingly to accurately forecast against plans and targets weekly
  • Build strong relationships for business planning with extended team
  • Respond to partner and customer inquiries in a professional and prompt manner
  • Build strong customer relationships for repeat business
  • **The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities

Preferred Qualifications

  • Background needs to be in customer facing roles including account management, customer support, product management and sales;
  • Strong empathy for customers AND passion for revenue and growth
  • Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success
  • Relevant Bachelor’s degree preferred, but not required
  • Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
  • Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint
  • Highly skilled at multi-tasking with the ability to quickly adapt and learn
  • Ability to think outside the box as needed with an instinct for innovation
  • Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience



Job Type: 

Full-time

Salary: $65,000 to $85,000 /year



#LI-CC

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer

Location

Salary Details

Based on Job Title, Location and Skills
$75K
Below Avg. Average Above Avg.

Career Path

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Customer Success Specialist
$65,000.00 - $85,000.00 / year
Estimated Salary: $64K
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