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Customer Success Specialist

Company: Synergis Technologies
Location: Quakertown
Posted on: January 16, 2022

Job Description:

Synergis EDS is looking for a proven Customer Success Specialist to join our growing sales and services organization. The Customer Success Specialist (CSS) will be responsible to oversee targeted accounts to ensure a high level of customer satisfaction, successful product use and adoption, and support our customer retention objectives. You will serve as an additional point of contact for key customers, understand customer's success criteria, address questions, resolve issues, support the adoption and expansion within the account, and over time, serve as a trusted Synergis advisor. The CSS will coordinate with the account management and professional services team to craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The role of the customer success specialist is to unify the sales, technical and success team in the support of our customers, provide insights and data to consistently improve the customer experience, and ensure the customers are achieving the outcomes desired.

Objectives of this Role
Support relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the technical and sales teams
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed

Daily And Monthly Responsibilities
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow between Project Managers/coordinators to ensure deliverables are on time. Update Services forecast with AM's as appropriate.
Collaborate, problem solve, and/or strategize upcoming client meetings with team members
Prepare necessary documentation or visuals for client to demonstrate performance of solution; analyze trends in C-Sat/NPS scores to identify areas of improvement
Work with the sales and marketing team to develop customer references and case studies
Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
Maintain a thorough understanding of products and services, assist customers with questions and suggest the best products for their needs or troubleshoot issues when necessary

Required Skills And Qualifications
Our ideal candidate is someone passionate about identifying problems, finding solutions, and improving relationships. Experience in account management, or technical pre-sales, coupled with outstanding communication skills is essential.
To succeed in this role, you should have relevant industry experience in enterprise software, or in manufacturing or AEC organizations.
3-5 years of experience in communications, marketing, sales, account management, technical sales or customer success
Strong verbal and written communication, strategic planning, and project management skills
Manufacturing or AEC Industry experience preferred
Technical, Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities and takes ownership for results

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.

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Keywords: Synergis Technologies, Bethlehem , Customer Success Specialist, Other , Quakertown, Pennsylvania

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