Customer Success Analyst

Customer Success Analyst

What we do

CENTEGIX™ innovates technology to enrich and save lives. Our CrisisAlert™ platform is an IoT crisis management solution that utilizes mobile and desktop applications along with a mesh network of Smart ID badges, strobes and locator beacons to provide campus and district-wide protection. Instant communications through visual cues and audio integration assist in a rapid and proportional reaction to any incident or crisis. CrisisAlert™ is a force multiplier, allowing staff and security professionals to request assistance and implement lockdown protocols from anywhere. We go well beyond the limitations of legacy communications devices and single-dimensional apps, because in a crisis: Every. Second. Matters.

You have the opportunity to make a real difference! Join a passionate, technology-savvy team with a mission that is truly life-saving. As a Customer Success Specialist, you are the face of CENTEGIX™ and will be the primary contact for our customers. You will lead their testing execution and ensure the customer’s transition to “Go Live” is smooth. You will be interacting directly with our customers to ensure issues are resolved quickly and to their satisfaction. As a Customer Success Analyst you will provide ongoing education and maintain our company’s reputation for high-quality service. As an ideal candidate, you are passionate about putting the customer first. You are outgoing, and organized and provide top-notch service to our customers over the phone, in person, and using written communications. You will play a key role in assisting leadership to create and deliver the Customer Experience Strategy for CENTEGIX™ and providing input for continuous improvement across departments.

Job functions:

• Partners with the Onboarding Specialist during the Implementation phase to deliver a frictionless experience through system configuration, testing, and support phase.
• Training delivery (virtual and in-person)
• Resolve product or service problems by clarifying the customer's issue, determining the cause, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment, and following up to ensure resolution
• Assist with change, add or RMA questions and orders
• Recommend potential products, services or enhancements to the Product and Innovation teams by collecting customer information and analyzing customer needs
• Assist with renewal and retention activities
• Work with leadership to establish processes for support and other departments to ensure a superb customer experience.

Requirements:

Proven customer-facing experience

Excellent problem-solving and troubleshooting Skills

Project management

Ability to multi-task, prioritize and manage time effectively

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Knowledge of and experience with using Microsoft Excel, Word, and PowerPoint or equivalent tools

Customer orientation and ability to adapt/respond to different types of customers

Excellent communication and presentation skills

High school diploma or equivalent; college degree preferred

Customer Success team operates 7am to 7pm Monday - Friday, flexibility will be required based on business needs.

This position reports to the Manager, Customer Success.

Job Type: Full-time

Pay: $32,249.00 - $48,131.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Atlanta, GA 30339: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location