Customer Success Specialist

14 hours ago

Fremont, California, United States Verge Full time $80,000 - $120,000 per year
Company Description

Verge Inc. is a Software company based in Fremont, California. 

Job Description
  • Plan, prioritize and delegate work tasks to ensure the proper functioning of the customer service department.
  • Monitor, track, and enforce departmental policies, procedures, and goals.
  • Identify and implement strategies to improve the quality of customer service.
  • Onboard and train new employees in a streamlined and efficient manner which might involve administrative support.
  • Ensure that secure and accurate records are kept and maintained of communications with clients. 
  • Follow the directions of the senior management and help develop and update customer service policies and procedures.
  • Monitor customer grievance process. Review reports and take appropriate actions.
  • Responsible for dealing with difficult and heightened customer service issues.
  • Ability to work remotely from a remote location
  • Deliver software demos
  • Engage clients in meaningful discussion and resolve their software related issues
  • Deliver training to clients and arrange constant sessions in helping them set up the software according to their needs
  • Make necessary client calls and arrange meetings
  • Stay connected to social media activity and bring onboard new customers and help in retaining the existing clients
Qualifications


•    At least 2+ years' customer-facing experience

•    A bachelor's degree in business or a related field is required

•    Onboard and train new employees in a streamlined and efficient manner

•    Strong analytical skills and obsessive attention to detail, with the ability to multitask

•    Ability to communicate proactively – connect the dots for the customer

•    Passion for solving customer problems and helping them succeed

•    Commitment to put the customer first, with empathy and emotional intelligence

•    A personality that enjoys talking to customers and establishing good relationships

•    Ability to manage customers' expectations and experience in a way that results in high customer satisfaction

•    Ability to dig into complex systems to understand how they work and how they can be improved

•    Tech-savvy - you can quickly understand and communicate complex issues in a simple manner

•    An entrepreneurial spirit and a passion for improving products and processes

•    Excellent written and verbal communication skills

•    High levels of adaptability, initiative, and pro-activeness

•    A kind, open, fun, team-oriented working attitude

•    Experience working with IT applications (Intermediate Excel skills are required for this role)
 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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