Customer Success Spec

Essential Functions

·         Provides sales support, and implements specific strategies for Sales and Customer Service Departments to improve and sustain business growth

·         Collects and analyzes data to help a company improve their customers' experiences 

·         Collaborates with multiple departments within the organization including Sales, Product, Technology, and Marketing, to gather insight about customer behavior and product feedback to customer success

·         Acquires expertise in all products and solutions the company provides, and trains and clearly explains the benefits and functionality of each solution

·         Uncovers the root cause of problems, analyzes potential solutions, and makes clear and informed recommendations

·         Manages customer relationships, and helps customers find creative uses and implementations for the services or products they purchased

·         Demonstrates excellent communication, organization, and time management skills while handling numerous diverse and complex problems

·         Maintains existing training materials and creates new training materials for customers and the customer service team, and provides training or retraining sessions as needed

·         Streamlines processes and provides pleasant experiences for customers.

·         Monitors and reports on key metrics to ensure sales targets are met

·         Troubleshoots minor issues and forwards larger problems to the appropriate party

·         Documents details of all calls and customer interactions

·         Enters customer data into the company's CRM database

·         Performs other job-related duties as assigned

Supervisor Responsibilities

• No supervisory responsibilities

Required Qualifications

·         EDUCATION REQUIREMENT – Some college/associate degree; Bachelor’s Degree in related field preferred

·         2-3 years of experience as a Customer Support Specialist or similar customer support role

·         Experience working with Customer Relationship Management (CRM) systems

Knowledge, Skills & Abilities

·         Excellent communication skills, both written and verbally

·         Exceptional at maintaining and improving customer relationships

·         Ability to understand complex technical information and to explain this information in a simplified manner to help customers understand it

·         Excellent organizational skills

·         Great problem-solving and analytical skills

·         Proficient in MS Office programs, including MS Word, Excel, PowerPoint, etc.

·         Knowledge of Alliance’s products and industry is considered a plus

Work Environment

While performing the duties of this job, the employee regularly works in an office setting with constant sitting and occasional standing.