Customer Success Specialist

Job Title: Customer Success Specialist :

Duties and Responsibilities:
- Manage a high volume of customer contacts and communications through phone and email daily.
- Utilize contact search and productivity tools to verify contact information's accuracy.
- Conduct health checks at agreed-upon recurring intervals to assess product satisfaction and value attainment.
- Develop an effective level of product knowledge to speak intelligently to customers and successfully address specific objections.
- Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls, and emails using computer systems.
- Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment ("Voice of the Customer").
- Initiate steps through appropriate communication channels to address customer concerns or roadblocks prohibiting satisfaction or product usage.
- Ensure a high level of professionalism during all interactions with customers and prospects.
- Collaborate with cross-functional teams and management to drive a superior customer experience.
- Other duties as assigned and necessary.

Qualifications:
- Demonstrated ability to effectively communicate with customers in a fast-paced environment.
- Prior experience with high volume calling.
- Demonstrated aptitude to learn new technology is required.
- Excellent knowledge of Microsoft Office programs.
- Demonstrated ability to follow instructions, follow call scripts, and adhere to defined processes.
- Excellent communication skills (verbal, written).
- Demonstrated ability to multitask, prioritize, and manage time effectively.
- Bachelor’s degree/diploma preferred.