Customer Success Specialist

Brief Description

The Customer Success Specialist enables
customers to achieve their desired outcomes by providing support.This is achieved by supporting customer team.

Tasks

§Support customer success managers
and analyst with their customers

§Assist in monitoring the health of
covered accounts

§Support the onboarding process of
customers

§Review key performance indicators
for identified accounts and report outcomes

Competencies

§Technical Expertise

oComfort
with core business processes across multiple functions, and a relentless focus
on information that improve customers time to value and eases their
interactions

oGeneral
urgency in execution and tendency toward speed with ability to adapt and change

oExperience
with Salesforce Service Cloud, Communities, and Knowledge

oStrong
verbal and written communication skills

oAble
to make or recommend decisions based on in-depth analysis; Able to define
critical problems to be solved; Identifies data sources required to execute
analytics

oUses
a formal process to present findings and recommend specific actions that relate
to business objectives; Proposes alternative business strategies as
appropriate; Applies data visualization to support findings

oAble
to serve as a trusted technical advisor to maximize customer outcomes using
out-of-box capabilities from our offerings and demonstrate a pragmatic
capability to identify specific gaps to be filled via product roadmap or
service tailoring

oCan
follow processes without assistance.

oRecognizes
variations to the process and works to resolve independently

oCan
adapt to gaps or exceptions to the processes and adjust accordingly

oAble
to diagnose and solve basic to intermediate issues; Able to isolate moderately
complex scenarios down to actionable items within designated job function

oRegularly updates product knowledge to
understand new features and limitations; Understands the primary competitors
and partners in the product space; Understands the go to market strategy and
positioning of products.

§Business Acumen

oAble to analyze and provide economic
value to the customer's process and financial story

oAble to develop plans and identify
metrics to measure impact to customer's bottom line, clearly articulating the
value proposition

oAble to communicate the fundamentals
of the customers’ business; Able to develop a strategy map to show
understanding of the customer’s organizational structure

oAble to increase client engagement
to further pace and focus required to achieve business priorities and uncover
desired outcomes; Continuously influences the customer to think ahead on what
is needed to acquire, deploy, and utilize the solution

oUnderstands the domain and the
problem space in the domain; Communicates and translates customer needs into more
technical requirements

§Leadership

oEngages positively across multiple
teams to manage conflict and establish clarity, vision, and mutual trust in
order to achieve a business goal. Models collaborative behavior to encode these
behaviors among team members, fostering an environment of openness and mutual
trust

oAble to produce functional area
information in enough detail for cross-functional teams to utilize, using
presentation and storytelling concepts; Responds to questions and dissent in a
constructive manner. Acknowledges limitations of one's own knowledge

oAble to lead matrixed team to drive
customer situations and function as point of contact for major escalations;
Experience managing IT operations center for large IT organization; Seeks to
recognize failure points proactively and communicate concerns to product team;
Able to manage customer expectations and de-escalate the issue

oEnsures balanced perspective on
customer/function needs vs business goals; Provides transparency into problem
solving approach and options; Demonstrates ability to determine fair and
reasonable outcomes with shared tradeoffs.

§Personal Attributes

oAble
to lead customers to take ownership of explaining their business problems
through mutual understanding; Engages customers by creating exciting dialogue

oIncreases
client engagement to further drive the pace and focus required to achieve
business priorities and uncover desired outcomes; Continuously influences the
customer to think ahead on what is needed to acquire, deploy, and utilize the
solution

oEngages
with product related problems and questions in a disciplined and rigorous
manner; Defines objectives, problem statements, and ambiguities before
generating and evaluating solutions; Constructs logically sound arguments based
upon facts and metrics; Understands the value of a disciplined, rigorous and
transparent approach to problem solving in a collaborative and matrixed
environment

oDemonstrates
integrity and trustworthiness; Remains at ease in ambiguous work situations and
is open to change; Contributes to an environment where teams are encouraged to
reach beyond themselves and connect across constituent groups

Qualifications

§Bachelor’s Degree in Computer
Science or in “STEM” Majors (Science, Technology, Engineering and Math)

§Or least 2 years of experience in
software or high tech marketing, commercial operations, sales, or service
AND/OR 2 years of experience in a direct customer facing role