Client Success Specialist

2 weeks ago

Portland, Oregon, United States Scan123 Electronic Document Management Full time

Customer Success Coach

About Us:

Our mission is to simplify the management of documentation.

Scan123 offers a comprehensive document management solution that empowers organizations to efficiently, securely, and effortlessly store, retrieve, and share their documents while adhering to regulatory standards.

As a rapidly expanding SaaS organization, we are seeking a dedicated Customer Success Coach to enhance our Customer Success team. For further details about our company, please visit our website.

Role Objective:

In your role as a member of the Customer Success Team, your primary focus will be to ensure that clients derive maximum value from their experience, exemplifying our commitment to Customer Delight (Core Value #2). Your daily tasks will involve engaging with clients through calls, emails, and chats to assist them in reaching their objectives.

Key Responsibilities:

  • Act as the initial point of contact for external customer inquiries, ensuring prompt responses and prioritizing issues as necessary.
  • Provide support for our proprietary software platform via phone, email, and remote sessions.
  • Facilitate collaboration and workflow among the Customer Success Team and other stakeholders to guarantee an exceptional experience throughout the customer journey.
  • Engage in collaborative problem-solving and strategizing with team members regarding upcoming meetings or customer challenges.
  • Partner with sales and marketing teams to enhance customer satisfaction, increase referrals, and develop case studies.
  • Analyze the customer journey, assess the support provided, and utilize a consultative approach to help clients overcome challenges and achieve their goals.

Qualifications & Skills:

  • Bachelor's degree preferred.
  • Experience with CRM and/or ticketing systems (e.g., HubSpot).
  • Proficient in G Suite applications.
  • Familiarity with remote support tools.
  • Ability to adapt approaches based on varying levels of customer technical expertise.
  • Exceptional communication skills (both written and verbal) with a focus on enhancing the customer experience.
  • Demonstrated leadership capabilities and problem-solving skills while managing multiple deadlines.
  • Highly organized with a meticulous approach to maintaining customer records in relevant systems.

Company Benefits:

  • Provision of work-from-home equipment.
  • Flexible paid time off.
  • Paid training and opportunities for professional development.
  • Medical and dental insurance.
  • 401k plan with company matching.
  • Company-sponsored meals and snacks during in-office days.
  • Health and wellness reimbursement provided by the company.
  • Tuition assistance available.

Job Type: Full-Time, Hybrid (20% in-person, 80% remote) reporting to the Customer Success Team Lead.

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