The Role
The Customer Success Support role provides back-office, functional support to the CS professionals aligned to high-touch and medium-touch customer segments.
The Main Responsibilities
- Tier 2 CSS support plus projects
- Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.
- Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ticket research, bill audits, etc.
- Assists in implementing customer onboarding workflows and process with the focus of returning time to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate’s engagement strategies.
- Completes preliminary research, pricing, quoting, amendment generations for moves, adds, and change orders.
- Conducts renewal research, preliminary tasks enabling contract generation and readiness.
- Supports implementation of customer advocacy via feedback-close loop processes
- Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution.
- Escalates issues appropriately and knows when to pull in Sales, CS and other stakeholders to assist in resolving outstanding matters.
- Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities.
- Document events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved.
What We Look For in a Candidate
- 1+ years of work experience in a customer support role
- Fundamental understanding of the Customer Success methodology and best practices
- Strong written and verbal communication skills
- Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks
- Adept at finding answers on the spot and handling uncertainty
- Good working knowledge of Windows, SFDC and other web-based platforms
- Consistently ensures that business is always conducted with empathy and integrity
- Thougtful and trustworthy
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
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