Customer Success Specialist

4 weeks ago

Miami, United States Overproof Full time

About Overproof

Overproof is the leading AI-driven business intelligence and strategic planning platform for the beverage alcohol industry. As a B2B SaaS platform, we empower beverage alcohol suppliers of all sizes with powerful tools, integrated services, and actionable insights.

Overproof seeks a driven Customer Success Specialist to join our rapidly expanding team. In this role, you will support the Customer Success Manager and serve as a bridge between the Sales, Marketing, and Product teams, compiling feedback from customer interactions and driving retention. You will collaborate with internal teams and external customers, making adaptability, resourcefulness, teamwork and a relentless drive to succeed essential traits for success in this role.

Responsibilities:

Ensure overall customer satisfaction with Overproof service and product.

Work closely with sales leads to facilitate a smooth transition when onboarding new customers, ensuring they're set up correctly in our system to meet their goals and objectives.

Address and resolve customer inquiries, concerns, or issues promptly by troubleshooting or actively reporting bugs and feature requests to our internal teams.

Serve as the voice of the customer, escalating both positive and negative feedback related to features and services, actively contributing to the refinement of products.

Maintain strong relationships to ensure high retention rates and customer loyalty.

Identify, collect and keep a record of satisfied customer testimonials, references and case studies.

Monitor and analyze customer usage of Overproof to identify patterns, trends and potential areas of improvement.

Ensure customer success materials including internal process documents, FAQs, knowledge base, product manuals, and product how to videos are kept up to date or are created while our products continue to evolve.

Draft customer communications including new feature announcements and product updates.

Uphold a deep understanding of the beverage alcohol industry, consumer trends, products, and portfolios.

You're the right fit if you:

Are Enthusiastic about Drinks: you have an interest in pursuing a career in the beverage alcohol industry.

Thrive on Autonomy: you have a proven record of working independently and taking ownership of tasks.

Solve Problems: you have strong analytical skills and the ability to solve complex problems - you're comfortable navigating uncertainty and finding creative ways to overcome obstacles.

Are Resourceful: you find solutions within limited resources and constraints.

Embrace Adaptability: you thrive in changing environments and adapt to new circumstances quickly.

Driven and Determined: you have a strong work ethic, passion for excellence and a persistent attitude to achieve goals.

Qualifications

Experience in the beverage alcohol industry is a major plus.

Previous experience in customer success and/or in B2B SaaS.

The following HubSpot Certifications are required prior to Job Start

Delivering Exceptional Customer Support

Service Hub Software

Notes

This position is based in Miami, FL. Candidates must be eligible to work in the United States of America. Candidates will occasionally be required to work on weekends.

We are committed to diversity and are proud to be an equal opportunity employer. We do not discriminate based on race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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