Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Customer Success Specialist assisting Higher Education customers by guiding them through products and ensuring satisfaction. Resolving issues and providing helpful advice within a driven and enthusiastic team environment.
Responsibilities
- Act as key point of contact and manage the Customer Success inbox by triaging and responding to customer inquiries, resolving issues efficiently, and routing requests to the appropriate internal teams
- Provide customer onboarding support using various resources such as product demos, 1:1 training calls, sending materials, etc.
- Assist with identifying new business opportunities, analyzing account activity, assisting with account/territory activities, and handling day to day account administration
- Ensure timely activity/account updates in CRM, run reports and partner with sales team members as needed, etc.
- Assist with scheduling/coordinating logistics for customer demos/trainings, meetings and events
- Partner with Customer Success Lead and other internal teams to improve workflows/processes that elevate the customer experience and other projects
- Create customized documents, collateral and presentation materials to support customer onboarding, training, and ongoing success as needed
Requirements
- Bachelor’s degree
- minimum 3+ years of experience in a customer success, customer support or sales support role
- 1+ year of experience doing product demos, presentations or trainings using video-conferencing tools for internal or external customers
- Experience using a CRM to track and manage daily activities
- Strong relationship building, interpersonal, communication, organizational and follow-up skills
- Willingness to travel a few of times/year to necessary team/company meetings (up to 15%)
Benefits
- life/health/dental/vision insurance
- 401(k)
- educational assistance
- commuter pass subsidies
- generous employee referral bonuses
- PTO
- paid holidays
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