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A Customer Success Specialist will communicate with users through inbound calls, emails, and more to assist with product training and onboarding, sales plans and strategies, product updates and releases, general inquiries, troubleshooting, and more.
Responsibilities:
Foundational products for the channel model:
Provide exceptional service and training to Vendastas support teams on new product development and features.
Coordinate and pass along feedback from external stakeholders to product development and leadership
Utilize CRM tools and strategies, such as Zendesk
Be the expert in foundational product offerings
Maintain product knowledge and awareness of developments to brief stakeholders
Work with the Success On-Demand team
Perform troubleshooting of the foundational products as necessary
Control traffic for product requests from our support team
Keep track of and document any churn feedback
CalendarHero for the inbound/direct model:
Evangelize product vision, present value propositions and educate prospects on the solution
Lead product demos and webinars to interested prospects
Answer prospects' questions, pre and post-sales support via phone, email, Zendesk chat etc
Champion and share customer feedback with stakeholders to help ensure CalendarHero delights our users with the right solutions
Qualifications:
2+ years experience in customer service/account management
Experience in customer support (considered an asset)
Phone and email etiquette, and the ability to speak and write clearly and accurately.
Superior communication skills and team attitude
Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Organized and attentive to detail
Ability to read between the lines - know how to answer the questions not being asked and identify opportunities
Action-oriented with strong organizational, analytical and problem-solving skills