Client Success Specialist

2 weeks ago

Pittsburgh, Pennsylvania, United States Erin Full time

Overview:

ERIN is an innovative startup in the Talent Acquisition sector, transforming the way organizations engage employees in the hiring process. We are dedicated to developing exceptional software solutions, addressing challenges, and fostering a dynamic startup culture.

Our mission is to assist businesses of all sizes globally in filling their vacancies. Our dedicated client-facing team collaborates closely with these organizations from the initial implementation phase through to full rollout, empowering employees to become their company's top recruiters.

Currently, we support a diverse range of businesses, from those with 500 to 300,000 employees, and we proudly facilitate over 1.5 million employees in referral programs across 27 countries.

What Makes ERIN Stand Out:

  • Comprehensive Healthcare, Dental, and Eyecare benefits at no personal cost.
  • Unlimited vacation policy.
  • Flexible hybrid work model.
  • Eligibility for stock options for full-time employees.
  • 401k retirement plan.

Key Responsibilities:

  • Foster customer success and build strong relationships throughout the customer lifecycle, starting from onboarding to ongoing adoption, value realization, and retention.
  • Oversee customer onboarding, training, and ongoing support.
  • Proactively engage customers to enhance the adoption of both existing and new solutions, ensuring optimal return on investment in the shortest time possible.
  • Assist in optimizing systems and processes to improve automation and efficiency.
  • Collaborate with team members to deliver valuable resources and content to customers throughout their journey.
  • Identify potential upsell opportunities and relay them to the sales team.
  • Transform satisfied customers into advocates, as evidenced by their participation in reference calls and case studies.
  • Champion customer needs and provide strategic insights to internal teams for improved service delivery.
  • Develop a comprehensive understanding of assigned clients' requirements, campaign goals, and processes to ensure successful adoption and implementation of ERIN.
  • Recognize risks to customer success, proactively engage with clients to address retention challenges, and devise retention strategies for at-risk customers.
  • Maintain in-depth knowledge of ERIN product features and industry trends related to HR, Talent Acquisition, and Customer Success.
  • Experience with tools such as HubSpot, Slack, Google Workplace, Asana, ChurnZero, and other project management platforms.

Qualifications:

  • A Bachelor's degree or equivalent experience is preferred but not mandatory.
  • Ability to thrive in a fast-paced, dynamic environment while collaborating with cross-functional teams (e.g., Sales, Product, Development, Support).
  • Exceptional communication skills across various channels, both written and verbal.
  • Self-motivated and capable of managing oneself while embracing new ideas and technologies.
  • Engaging presence in phone and video interactions: enthusiastic, poised, confident, and professional.
  • Strong project management capabilities, adept at juggling multiple projects with meticulous attention to detail.
  • Outstanding communication and relationship management abilities.
  • Access to reliable and high-speed internet.

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