Customer Success Specialist

3 weeks ago

Reston, United States AEG Full time
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

The Customer Success Specialist at Zoomph will play a key role in ensuring our clients receive exceptional support and service. This role involves providing frontline support to clients, managing support tickets, and collaborating closely with the Account Management and Product teams to resolve issues efficiently. The Customer Success Specialist will be responsible for addressing client inquiries, troubleshooting technical issues, and maintaining a high standard of customer satisfaction. This position is ideal for someone with strong communication skills, a problem-solving mindset, and a passion for delivering excellent customer service.

Major Responsibilities:

Advanced Client Support and Technical Issue Resolution:

- Provide expert-level support to clients by identifying and resolving complex technical issues, performing in-depth troubleshooting, and creating and delivering tailored solutions.

- Create and develop customized responses and perform advanced platform configurations for specific client use cases, ensuring precise alignment with customer needs.

- Collaborate with the Accounts team to lead and develop initiatives for providing in-depth platform insights through custom reports, data exports and data analysis for key accounts, as requested by the Account team.

Cross-functional Task Management and Collaboration:

- Colloborate with Account Management, Product, and Engineering to streamline the resolution of high-impact issues.

- Participate in strategic planning sessions to prioritize product improvements based on data analysis from recurring customer feedback, collaborating with the Product Team, Account team and other stakeholders to proactively address and mitigate potential issues.

- Mentor and train team members and act as a point of escalation for complex client issues, ensuring that support standards are maintained across the team.

Client Education:

- Lead and develop the creation and continuous improvement of support documentation, including FAQs, guides, and video tutorials, to empower clients in using Zoomph's platform effectively and efficiently.

- Conduct client calls, onboarding sessions, providing personalized guidance to help clients leverage Zoomph's features for maximum benefit in partnership with account management

- Actively solicits client feedback, tracking insights and sharing data with internal stakeholders to influence product development, refine support strategies, and promote customer success initiatives.

Process Development & Improvements:

- Lead process improvement projects aimed at increasing support efficiency and customer satisfaction, including the automation of repetitive tasks and refinement of escalation protocols.

- Monitor and analyze support metrics and KPIs, identifying trends and providing actionable insights for improving team performance and optimizing client interactions.

- Stays abreast on industry standards and best practices, implementing new strategies and tools to enhance the customer support function.

Qualifications:

- BS Degree or equivalent experience

- Experience: 1-3 years of experience in a customer support role within a SaaS or technology-driven environment, with demonstrated success in handling complex technical issues and managing customer relationships.

- Technical Proficiency: Advanced proficiency with CRM and support ticketing systems (e.g., Hubspot), as well as familiarity with Excel, XML, JSON or similar data query languages to extract and analyze customer data.

- Analytical Skills: Strong problem-solving abilities with a data-driven approach to identifying, tracking, and resolving customer issues efficiently.

- Leadership & Communication: Excellent verbal and written communication skills, with experience leading client-facing projects and training sessions.

- Process Optimization: Proven ability to evaluate and optimize workflows, implement process improvements, and contribute to team efficiency and performance goals.

Job Questions:
  1. What state do you live in?
  2. What is your familiarity with our solution and marketplace?
  3. Why does this role interest you?
  4. When are you available to hire?
  5. Are you legally authorized to work in the United States?
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