Customer Success Specialist / Retention Specialist
Who we are looking for
The Customer Success Specialist (CSS) is obsessively focused on helping our customers achieve their business outcomes through the use of ETQ’s solutions. They will promote customer adoption of ETQ solutions through proactive outreach and best practice customer management practices. The CSS will serve as a problem-solver, a consultant, and a guide for our customers, and help them to extract maximum value from their solutions in order to expand and extend the relationship. Internally, the CSS will help to unite efforts across disciplines as needed to address customer needs.
What to expect
- Drive customer awareness, engagement, and adoption of the ETQ portfolio.
- Engage in consistent, proactive client interactions to positively impact customer loyalty and revenue growth.
- Work with ETQ customer-facing departments to align on customer engagement and strategic outreach based on customer needs or company initiatives.
- Leverage a combination of quantitative and qualitative indicators to proactively and deliberately engage with customers at the moment of need.
- Work collaboratively with customers to develop Success Plans. Monitor progress, making necessary adjustments, and properly setting expectations along the way.
- Triage customer issues and feedback and secure necessary internal resources to resolve. Provide a high level of customer service throughout the issue resolution.
What you need to succeed
- Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
- Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
- Energized by connecting with customers in a high-volume book of business.
- Thrives in a fast based, team-centric atmosphere and is adaptable in nature.
- Strong multi-tasking abilities and organization skills.
- Detail-oriented; able to capture proper information correctly and accurately.
- Excellent verbal and written communication skills.
- Hungry to make an impact within the team and the company
Qualifications:
- Minimum Bachelor's degree and 1-3 years of related experience OR in place of degree 3-5 years of related experience
- Strong verbal and written communication skills
- Salesforce experience preferred
- Experience working with or for a SaaS organization is preferred