Customer Success Specialist

6 days ago


Baltimore, Maryland, United States Alertus Technologies Full time

Job Summary

We are seeking a highly motivated and customer-focused Customer Experience Specialist to join our team at Alertus Technologies. As a key member of our Customer Experience & Education team, you will play a critical role in supporting our rapid growth and driving customer engagement.

Key Responsibilities

  • Proactively reach out to current customers to ensure the deployment and full utilization of our products
  • Embed our existing customer base in Alertus' solutions to help drive retention rates
  • Obtain customer feedback regarding new features/capabilities and overall satisfaction through customer surveys, interviews, and focus groups
  • Use analytical skills to detect patterns, interpret data, brainstorm for solutions, and identify areas of improvement across the customer experience
  • Act as a liaison between internal teams to ensure customer needs are being met; coordinate with implementation, sales, marketing, finance, and product development teams
  • Act as a liaison between our customers and our internal technical teams to capture and deliver product requests for desired features
  • Spearhead projects for developing new features requested by new and existing customers
  • Cultivate new business opportunities by asking questions, mining presented opportunities, and sharing the findings with the sales teams

Requirements

  • BA/BS or equivalent experience
  • 1+ years of experience in a customer success or related role
  • Salesforce or other CRM platform experience preferred
  • Excellent interpersonal skills with the ability to effectively collaborate with internal and external stakeholders
  • Customer-first mindset
  • Ability to effectively communicate difficult/sensitive information tactfully
  • Ability to understand customer needs and manage client expectations
  • Exceptional soft skills

What We Offer

  • Competitive Salary
  • Business Casual Environment
  • Generous Vacation Plan
  • Part of a Fast-Paced and Growing Company Setting
  • Rewarding Experience Improving the Lives and Safety of Others
  • Regular Company Social and Team-building Events
  • Circle of Excellence Rewards Trip


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