TITLE: Customer Support Specialist
DEPARTMENT: Customer Service Department
REPORTS TO: Operations Department & Marketing and Sales Department
POSITION OVERVIEW:
The Customer Success Specialist will develop and maintain long-term business relationships by serving as an internal advocate and client liaison beginning from on-boarding, deployment and training, helping to guarantee project/client success, and renewals. Will proactively engage with each client to help them understand the full range of offerings and maximize the value. Works creatively to ensure renewals, up-sell and drive long term customer success and satisfaction. The ideal candidate is tech-savvy with the ability to learn and understand software quickly; has an analytical mind; and is an excellent writer and communicator with a happy and friendly demeanor and positive goal-oriented attitude.
JOB RESPONSIBILITIES:
- Uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations regarding Ardian’s products and operation.
- Support ongoing operational needs that implement project specific requirements and strategies for their customer service support.
- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
- Consistently track client interactions and provide regular reports to team members and leadership to identify bugs and specify, outline, and advocate for improvements based on customer feedback.
- Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
- Communicate effectively with both internal and external senior-level management to understand customer needs and maximize retention and growth.
- Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst sales, marketing, and operations teams.
- Maintain existing customer success metrics and data as directed
- Work with marketing and programmers to develop easy to understand training materials and provide training and assistance to clients
SKILLS:
- Passion for working on a small, dedicated, and determined team driven to grow revenue and improve product offerings
- SaaS account management and support experience a plus
- Bachelor’s degree from an accredited College or University (work experience may be considered in lieu of a degree)
- 2 years of work experience, preferably in customer service
- Proven track record of successfully building and nurturing multi-level client relationships
- Ability to learn software quickly and transfer that knowledge to others in an understandable way
- Excellent leadership, organizational, analytical, project management, consultative and time management skills
- Well spoken, driven, caring individual with strong written and oral presentation skills, as well as active listening
- Has an understanding of Microsoft 365 applications
BENEFITS:
- Health Insurance
- Dental Insurance
- 401(K)
- Comprehensive PTO Package
- Paid Company Holidays
Project timelines can be from one week to several months depending on the size and scope of the event, and ranges in different industries from entertainment, sports & government. Travel may be required for some events. You will need to have a valid passport/ID or work visa for acceptance of work. Due to the nature of our work and necessary compliance standards, we require that any employee of The Ardian Group is a U.S. Citizen.
*Please be aware all of our employees have to undergo a mandatory complete background check to remain compliant with our government requirements.
Job Type: Full-time
Pay: $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: Hybrid remote in Upper Chichester, PA 19061