Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- Customer Success Specialist handling customer onboarding and support for Wolters Kluwer's CPM software. Ensuring customer engagement and satisfaction while collaborating with various teams.
Responsibilities
- Support more complex customer onboarding processes.
- Handle multiple customer inquiries with increasing complexity.
- Assist in resolving intermediate technical issues and troubleshooting.
- Conduct intermediate product training sessions for customers.
- Monitor and analyze customer usage patterns.
- Document and communicate recurring customer feedback to the team.
- Collaborate with sales and support teams on customer issues.
- Identify and escalate critical customer issues.
- Recommend product/service improvements based on customer feedback.
- Assist in development and refinement of onboarding materials.
Requirements
- Bachelor's degree or equivalent work experience.
- Minimum of 2 years' experience in Customer Success with a client driven technology company.
- Advanced Communication: Effective verbal and written communication skills.
- Customer Relationship Management: Skills to manage and nurture customer relationships.
- Analytical Skills: Use basic data to identify trends and insights.
- Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.
- Product Knowledge: In-depth understanding of product features and benefits.
- Training Skills: Ability to convey information effectively during training sessions.
- Project Management: Basic project management skills to handle varied tasks.
- Technical Proficiency: Intermediate proficiency with CRM (Salesforce) and other customer support software.
Benefits
- A comprehensive benefits package that begins your first day of employment.
- Medical, Dental, & Vision Plans.
- 401(k).
- FSA/HSA.
- Commuter Benefits.
- Tuition Assistance Plan.
- Vacation and Sick Time.
- Paid Parental Leave.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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