Customer Success Specialist

2 weeks ago

Las Vegas, NV, United States Walker Digital Table Systems Full time

The Customer Success Specialist is responsible for developing and maintaining positive relationships with customers to ensure their satisfaction, retention, and success. This role helps clients understand and maximize the value of the company's products and services by providing ongoing support, guidance, and education. The Customer Success Specialist works closely with internal teams including Sales, Product, and Technical Support, to ensure customer needs are met and issues are resolved efficiently.

Duties/Responsibilities:

  • Serve as the main point of contact for assigned customers, supporting onboarding, training, and post-implementation needs.
  • Build strong relationships by conducting regular check-ins, addressing customer questions, and ensuring a positive experience.
  • Collaborate cross-functionally with Sales, Product, and Support teams to communicate customer feedback and identify solutions.
  • Monitor account activity and usage to ensure customer satisfaction and adoption.
  • Proactively identify and address customer challenges or potential risks to retention.
  • Maintain accurate and detailed records in CRM systems.
  • Contribute to customer education efforts, such as user guides, FAQs, and training sessions.
  • Perform other related duties as assigned to support departmental and company goals
Requirements
  • Strong communication and interpersonal skills with a customer-focused mindset.
  • Ability to build and maintain effective relationships with customers and colleagues.
  • Strong organizational and multitasking abilities in a fast-paced environment.
  • Analytical and problem-solving skills with attention to detail.
  • Proficiency in Microsoft Office 365.
  • Team player with a proactive and adaptable approach.
  • Ability to work outside regular business hours and travel as needed based on business demands.
Education & Experience:
  • Bachelor's degree in Business, Communications, or a related field preferred.
  • 2-4 years of experience in customer success, account management, or client services, preferably in a SaaS or technology environment.
  • Experience in the gaming or casino technology industry is a plus.
Physical Requirements:
  • Ability to sit or stand for extended periods while working at a desk or computer station.
  • Occasional lifting or carrying of objects weighing up to 25 pounds, such as hardware, equipment, or office supplies, with or without assistance.
  • Ability to perform tasks requiring fine motor skills, such as typing, using office equipment, or operating a computer.
  • Ability to travel locally and/or internationally 30% of the time for customer service needs, or site visits, which may involve occasional or frequent lifting and walking.
  • Ability to participate in in-person meetings and presentations, including standing or moving about a room.
  • Must be able to work in an office environment and/or customer site location with varying noise levels and demands.

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