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Customer Success Specialist

2 months ago

Turners Falls, United States The Nagler Group Full time

Customer Success Representative:


Temp to hire opportunity - 8-4:30pm, on-site in Turners Falls, $19/hour, busy/fast paced work environment, good proficiency of MSOffice/Google Suite:


Customer Success Representatives (CSR) are responsible for establishing and building customer relationships to promote customer retention and loyalty. The CSR will ensure customers are satisfied, provide customer service support, and work to resolve any customer issues. This role acts as the primary point of contact for the customers

and connects customers with specific teams to address specific requests. This position will work with the Educational Partnership Consultants and partners to manage client relationships, opportunities, and resolve issues.

Duties and Responsibilities:

Onboarding New Customers

● Conducting kickoff calls to establish relationships, set expectations, and begin

onboarding plans on-demand.

● Ensuring customers complete key integrations and configurations required to activate

their accounts.

● Providing training resources and documentation to increase customer use of

products/services.

● Tracking and reporting on onboarding progression and milestones to help ensure deeper

implementation in order to help them succeed at helping teachers and students in their

school and districts..

● Identifying and troubleshooting any onboarding issues proactively.

Driving Adoption and Value Realization:

● Establish customer goals and ideal outcomes they want to achieve.

● Create “Customer Success Plans” detailing key milestones and metrics to track quarterly.

● Educate customers on full product capabilities and how to use features effectively.

● Provide best practice guides, tools, and ongoing training resources.

● Monthly tracking usage analytics and metrics to identify adoption gaps.

Customer Retention and Renewals:

● Monitor monthly upcoming renewal dates and proactively engage customers.

● Survey customers on their satisfaction levels and outcomes achieved.

● Work closely, as required, with sales and other internal teams to implement plans to

ensure sales goals and customer success goals are met.

● Present business case for renewals based on value realized.

● Continue providing support through the renewal process.

● Analyze reasons for churn when it occurs and find ways to improve on a bi-annual basis.

Customer Advocacy and Expansion

● Work with sales and marketing teams to boost customer referrals and develop referrals,

testimonials, and case studies.

● Encourage and support customers by being references for new partnerships.

● Identify upsell and cross-sell opportunities based on customer needs bi-annually.

● Maintain ongoing engagement and communicate new features or services.

● Work with the sales team on expanding customer accounts.

● Work closely with the supervisor to complete and follow an annual success journey and

communication for each contract.


● A Bachelor's degree, certification, and/or training appropriate for sales, service, or

marketing.

● Strong communication and presentation abilities.

● Active listening and problem-solving skills.

● Organizational skills to manage many customers.

● Ability to establish trusted customer relationships.

● Experience with CRM (Salesforce) and analytics tools.

● Collaborative team player.

● Passion for customer experience.

● Working knowledge of Microsoft Office, Hubspot, and Google Docs is required.

● Prior customer service experience, sales experience, or experience working directly with

customers.