Customer Success Specialist

Description

Job Summary: Manage a customer portfolio, develop success plans, coordinate with teams, and deliver product value analyses. Key Highlights: 1. Manage customer portfolios and develop success plans. 2. Serve as the primary point of contact and coordinate with Support and Product teams. 3. Experience in Customer Success and proficiency in CRM. #### **Responsibilities** * Manage an assigned customer portfolio, ensuring adoption, retention, and expansion of platform or service usage. * Develop and execute customer success plans, including onboarding, training, and periodic performance reviews. * Serve as the primary escalation point for technical or product-related issues and questions, coordinating with Support and Product teams. * Prepare and deliver impact and ROI analyses to customers, demonstrating the value delivered by the product/service. * Collect customer feedback on the product and translate it into actionable insights for development teams. * Conduct workshops and webinars on advanced features or best practices for using the solution. #### **Requirements** * Proven experience (minimum 1 year) in Customer Success, Account Management, or consulting roles within B2B SaaS companies. * Advanced proficiency in CRM platforms and Customer Success tools. * Demonstrated ability to interpret and apply customer success metrics. * Experience with technical onboarding processes and familiarity with methodologies for adopting complex products. * Ability to develop and deliver high-impact presentations to executives and stakeholders at various levels. * Knowledge of helpdesk systems and communication tools. * Bachelor’s degree in Business Administration, Human Resources, or related fields. #### **Skills** * CRM * Customer Success * Metrics Analysis * SaaS Product Onboarding * Customer Portfolio Management * Data Analysis (Excel/Google Sheets) * Retention Strategy Development * Persuasive Technical Communication * Conflict Resolution ### **Employment Type:** Contractor (PJ) ### **Department:** Customer Success \- CS