Customer Success Specialist

CoLab software is seeking an experienced Customer Success Specialist to serve as the voice of customers to our team of engineers, marketers, and software developers. You will be responsible for managing the customer success process to anticipate, streamline, and fulfill our customer needs throughout the customer journey. As the first person helping customers navigate our product, you are excited for the opportunity to bridge the customer experience with our engineering and marketing team, sharing valuable insights that help further improve our product and process. The ideal candidate is a self-starter and an excellent communicator who enjoys providing a customer service-centric experience from beginning to end. 

Responsibilities
  • Execute and implement Customer Success best practices, processes, and policies
  • Monitor our helpdesk operations and respond to real-time customer inquiries and issues
  • Follow up with customers to ensure their technical and non-technical issues are resolved
  • Build and maintain post-sales customer relationships
  • Collaborate with the Development team to improve all service level results that impact the customer
  • Resolve customer queries through identifying appropriate actions and recommending solutions, guiding product users through features and functionalities; in parallel, collaborate to deploy preventative action plans
  • Work to better understand and prevent customer pain points, root cause analysis, and provide operational improvements
  • Participate in developing Gradient product training materials, product literature, support documentation, and website content with the help of the business and marketing teams
  • Track and report on customer success KPIs for data driven decision-making
  • Represent the customer perspective in internal discussions 

Requirements
  • 2-3 years of customer support or customer success experience, with demonstrated experience of driving impactful customer success processes to increase customer satisfaction
  • Empathetic and you care about the customer - constantly looking for ways to create a great customer experience
  • Confident in taking initiative to improve overall team performance
  • Self-starter, goal-oriented, and data driven 
  • Excellent critical thinking and problem-solving skills - always seeking ways to learn, connect the dots and improve the overall customer journey
  • Exceptional oral & written communication skills
  • Ability to thrive in a fast-paced work environment
  • Proficient in FullStory, Zendesk, Mixpanel, or related customer success platforms 

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