Customer Success Specialist

2 weeks ago


Denver, Colorado, United States Customer Labs Full time
About the Role:
We are seeking a dedicated Customer Success Specialist to join our team at Customer Labs. This position is focused on providing exceptional support to our clients across Central and South America.


Key Responsibilities:
1. Monitor and Address Customer Inquiries: Actively track customer feedback and requests, ensuring effective communication with our development team to facilitate timely resolutions.
2. Assess Client Requests: Demonstrate a comprehensive understanding of our product capabilities. Create and evaluate client tickets, directing them to the relevant internal teams.
3. Enhance Customer Satisfaction: Strive to maintain high satisfaction levels, measured through various metrics including promoter scores and response times.
4. Provide Client Insights: Gather and consolidate feedback to recommend enhancements to our services and products, aiming for at least three actionable insights per quarter.
5. Update Educational Materials: Regularly refresh training documentation and resources to ensure clients have access to the latest information.
6. Engage with Clients: Conduct video and phone consultations with clients as needed, ensuring a personal touch in our interactions.
7. Participate in Team Collaboration: Contribute to weekly team meetings, sharing insights and strategies to improve overall performance.
8. Meet Performance Metrics: Aim to exceed established goals for customer satisfaction, response times, and ticket ratings on a quarterly basis.
9. Develop Future Project Management Skills: Seek knowledge and resources to effectively manage future client implementation projects.
10. Customize Client Solutions: Work closely with clients to develop tailored solutions that meet their specific needs.


Expectations for the First 90 Days:
By the end of your initial 90 days, you should be confident in independently managing customer issues, with a goal of resolving 75% of tickets autonomously. You will be expected to share the workload equitably among team members, contributing to the overall efficiency of our small team.


Core Values:
At Customer Labs, we prioritize customer obsession, aiming for a satisfaction score of 94%. We foster a culture of learning, proactive problem-solving, and personal accountability.


Benefits:
- Flexible work environment
- Paid time off
- Monthly healthcare allowance
- Yearly vacation allowance
- A dynamic and supportive team atmosphere
- Opportunities for professional growth and development

If you are passionate about customer success and eager to contribute to a mission-driven company, we encourage you to consider this opportunity.



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