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Customer Success Specialist

1 month ago

Detroit, United States Hush Full time

At the core of Hush's mission, our Customer Success team plays a pivotal role. This team is instrumental in ensuring customer satisfaction from the initial product demonstration to ongoing support post-implementation. As a Customer Success Specialist, you'll be involved in crucial aspects of Hush’s product Implementation, product management and strategy, and providing both technical and business support to our customers, their employees, and their clients. 


Do you have exceptional customer service skills and an insatiable need to get stuff done? Are you looking to kick-start your career at an interesting cybersecurity values-driven tech startup? Do you love surrounding yourself with smart people who challenge you to grow and learn? At Hush, we’re protecting the world, one person at a time. We’re helping leading organizations protect themselves and their people from hackers, haters, harasseers, and hunters, using the category’s most innovative AI-led platform. We’ve been recognized as a great place to work, as a cybersecurity company to watch. We are looking for top performers who have a track record of success and want to build a company and a better world together.


When our customers choose Hush, they’re getting a partner, not just a vendor. They expect and need our Client Success team to deliver at the high bar we’ve set We care deeply about our relationships and treat our customers' needs, fears, objectives, and successes as our own. We’re looking for someone obsessed with helping, guiding, and delighting our community.


Interested in growing your career? Apply now.


Responsibilities


  • As a Customer Success Specialist, you will be responsible for contributing to new client onboarding and training, ongoing client support, and the retention and expansion of existing client relationships. In this role, you will:
  • Be the primary point of contact for our clients and become a true partner in helping them achieve their goals.
  • Advise and educate clients on the power of Hush.
  • Build meaningful relationships with each client to truly understand their challenges, and ensure our solutions to meet their unique needs.
  • Develop deep expertise in our technology and provide hands-on technical support throughout customers and their users’ journey with Hush.
  • Work collaboratively across internal product and engineering teams to translate your clients’ feedback into improvements to our product.
  • Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work through phone, email, and chat.
  • Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
  • Escalate complex issues as necessary, ensuring all concerns are directed to the appropriate channels for resolution, thereby maintaining high standards of service and support.
  • Creates, updates, and maintains FAQ documentation for use within the group as well as outside entities.
  • Participates in and contributes to scheduled and ad-hoc training.
  • Performs other related duties as assigned.


Experience Required


  • High school diploma or equivalent, associate’s or bachelor’s degree a plus.
  • Previous tenure in an office setting.
  • One or more years’ experience in a customer service environment and experience in a frontline customer service environment OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
  • Demonstrated ability to handle multiple competing priorities/projects/priorities at once.
  • Demonstrated understanding of how to problem-solve.
  • Proven track record in building and maintaining strong customer relationships.
  • Demonstrated proactive approach to work and ability to work well independently.


Skills Required


  • Good technology ability, able to quickly learn new software.
  • A natural ability to understand and articulate software features.
  • Strong passion for application functionality and design.
  • An innate desire to help, understand, and find solutions.
  • Excellent communication skills, both written and verbal with technical and nontechnical customers, and a knack for staying calm under pressure.
  • Interpersonal skills, professional and courteous demeanor, great phone etiquette.
  • Ability to model empathy, compassion and emotional intelligence.
  • Working knowledge of Excel.
  • Understanding of Windows and/or Mac functionality.
  • Accuracy and attention to detail.


Other Requirements


  • Ability to work from our Detroit, MI office 4 days a week.
  • Authorization to work in the United States.


Why You Should Work At Hush


Work side by side with experienced, driven people. The ability to make a big impact on a growing organization and drive your own growth. The opportunity to build the next big thing in cybersecurity engaging with leading brands. Benefits including medical, dental and vision benefits, PTO and paid holidays. Relaxed, casual dress code. And most importantly, we live our values of being customer obsessed, constantly improving ourselves and our business, being the first, and never negotiating on ethics.


What’s Hush?


Combining AI-led detection and removal, Hush is the most comprehensive privacy defense against cyber, financial, physical, impersonation, and reputational threats. Hush empowers today's knowledge workers by finding everything the internet knows about them, educating them on their vulnerabilities, and making it one-click easy to reduce their targetable footprint. The platform is trusted by leading CISO’s and their teams to monitor and minimize their company's human attack surface, because it's always easier to hack a person than a computer. Hush has won several awards including from Google, WealthBriefing, is SOC2 certified, and is a 'top cybersecurity-company-to-watch". Learn more at gohush.com.