Customer Success Specialist
Position Description
VOLO is hiring a Customer Success Specialist to join the product team for providing holistic consultancy/assistance to the customers and driving entire customer support after the product adoption.
The overall goal of the customer success specialist will be to ensure that the customers receive the best value from the product.
What you will do
Act as a trusted Consultant for the product customers to guide and consult them on product features
Drive customer journey and bring additional value throughout the lifetime of the product subscription
Manage all the steps of the customer onboarding process, from company setup and configurations to defining and reflecting their HR processes and workflows in the product
Conduct requirement analysis, facilitate customers’ understanding of our product, train the end-users and drive continuous support after the adoption
Coordinate with the technical support team for technically complex questions
Perform periodical customer interviews to understand their pain points, and monitor customer usage, health and satisfaction metrics
Anticipate customer needs and address potential issues before they arise
Maintain relations with the customers to retain and support growth
Provide insights and updates to the customers about product releases, features through webinars, help articles, videos, etc.
What You Need to Have
Higher education degree preferably in humanitarian or social sciences
Prior experience in customer success or relevant role in SaaS products is a big plus
Passionate about product success and customer retention
Excellent communication, collaboration skills and caring attitude
Data-driven and analytical mindset
Well-versed in technology and software products sales and support aspects
Working experience with Hubspot, Salesforce, Gainsight, Zendesk or other CRM and Customer Success tools is a plus
Excellent Armenian, English and Russian language skills, both written and spoken.
We Offer
Engaging work environment
International business trips
Competitive compensation
Opportunities for professional growth
Team of top-tier professionals
Rest & relaxation areas
Comprehensive health plan
Company retreats & team building activities