As a Partner Success Specialist, you are responsible for supporting Vendasta’s Partners and helping them achieve their goals using the platform, products, and services. A Partner Success Specialist effectively communicates with Partners through inbound calls, live chats and emails to assist with product training, sales strategies, product updates, new releases, general inquiries, troubleshooting, and more. Reporting to the Manager of Partner Success, you will work as a team with your fellow Partner Success Specialists to super-serve Vendasta’s Partners and set them up for a lifetime of success with our platform.
Responsibilities
- Work closely with Sales and the Onboarding Success Manager to ensure a smooth and effective transition while adopting our product as quickly and effectively as possible
- Create strong first impression for all new Partners by providing a top-notch onboarding experience, aligning proper expectations, and providing world-class customer service
- Answer inbound calls, emails, and etc. to support Partners and help them achieve their business objectives through Vendasta’s platform, products, and services
- Provide exceptional service and training to Vendasta’s Partners
- Utilize CRM tools and strategies, such as Zendesk, to manage interactions with customers
- Be diligent in finding answers and keeping clients updated on bugs and other inquiries
- Be the expert in Vendasta’s offerings—providing information, strategies, uses, and more to Partners
- Maintain product knowledge and awareness of developments to brief Partners about releases and updates as necessary
- Coordinate and pass along feedback from Partners on product development suggestions, escalating issues as necessary
- Work with the Success On-Demand team to develop plans and initiatives to drive Partner success and platform adoption
- Perform troubleshooting of Vendasta products and services as necessary
- Control traffic for Partners, ensuring all issues are passed off and dealt with accordingly
Skills and Qualifications
- 2+ years experience in customer service/account management
- Experience in customer support (considered an asset)
- Proper phone and email etiquette, and the ability to speak and write clearly and accurately.
- Superior communication skills and team attitude
- Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
- Organized and attentive to detail
- Ability to read between the lines - know how to answer the questions not being asked and identify opportunities
- Action oriented with strong organizational, analytical and problem solving skills