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

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

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

o Experience with Salesforce Service Cloud, Communities, and Knowledge

o Strong verbal and written communication skills

o Able 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

o Uses 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

o Able 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

o Can follow processes without assistance.

o Recognizes variations to the process and works to resolve independently

o Can adapt to gaps or exceptions to the processes and adjust accordingly

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

o Regularly 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

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

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

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

o Able 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

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

§ Leadership

o Engages 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

o Able 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

o Able 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

o Ensures 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

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

o Increases 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

o Engages 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

o Demonstrates 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

Requirements

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