Senior Customer Success Specialist

1 month ago


Raleigh, United States NetClaim Full time

It's fun to work in a company where people truly BELIEVE in what they're doing We're committed to bringing passion and customer focus to the business. At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact. If you are looking for a high energy and fast paced position as a Low Touch Senior Customer Success Specialist, come join NAVEX’s Customer Success Team As a Senior Customer Success Specialist, you will be responsible for working with existing customers to drive adoption and success with NAVEX’s Ethics and Compliance solutions. You will execute our scalable strategies while also supporting our digital customer success model. Your scaled efforts will ensure the customer’s journey, from purchase through renewal, is smooth and well maintained. Your role is responsible for enhancing the customer experience and driving outcomes for their existing solutions while also identifying expansion opportunities. In summary, your job is to deliver value to our customers at scale throughout the lifecycle. What you’ll get: Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights. Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary. Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference. Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community. An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home. Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability. What you’ll do: Execute proactive strategies and initiatives to hundreds of self-service customers using 1:Many strategies to scale customer success efforts. Manage both customer risk and opportunity by providing 1:1 human intervention to facilitate desired outcomes. Utilize consultative skills within targeted campaigns to offer best practices through digital engagements to drive adoption, expansion and retention at scale. Digital engagements include, but are not limited to, email, virtual meetings, webinars, etc. Engage with our Tech Touch customers based upon their response to 1:Many automated outreach, identifying new areas for opportunity. Actively listen, probe, diagnose customer issues, escalating when necessary. Log customer success activities into our CRM. Work cross-functionally with other team members to provide a best-in-class customer experience when supporting customers. Develop customer partnerships at scale through use of pre-defined playbooks, outreach campaigns, and ad hoc engagements to drive customer centric outcomes. What you’ll need: A Bachelor’s degree from an accredited university or college preferred, not required. 3+ years professional experience in account management, marketing, customer education or customer success role. Previous experience with marketing or low touch to B2B companies, a plus. Experience deploying customer-facing campaigns and communications through various methods to large audiences. Understanding of lifecycle management and an affinity for Customer Success. Experience with CRM and CSM tools like Salesforce and Gainsight, a plus. Ability to embrace change, work independently and as part of a team. Ability to effectively gather and utilize relevant data and insights to make well-informed decisions. Exceptional prioritizing, organizational and time management skills with the ability to multi-task and perform effectively under pressure. Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with different backgrounds. Ability to drive results through your job competencies of customer partnership, decision making, and effective communication. Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results, and instills trust. Our side of the deal: We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals. Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team. The starting pay range for this role is $60,000+. Pay progression based on your performance. We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information. We’re an equal opportunity employer, including all disability and veteran status. #J-18808-Ljbffr



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