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Customer Success & Support Specialist

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success & Support Specialist. The ideal candidate will be responsible for ensuring our customers receive exceptional service and support, driving their success with our products.

This role involves conducting adhoc trainings, performance health checks, providing technical support, and reviewing product release notes with customers. Adaptability is key as you navigate a rapidly changing landscape, where you'll excel in agile problem-solving, continuous learning, and proactive communication. You'll bring exceptional organizational prowess and time management skills to ensure every customer is a happy customer. This role requires understanding & collaboration where you'll wear multiple hats and make a significant impact from day one.  

As the Customer Success & Support Specialist, you will report directly to the VP of Sales Engineering & Delivery. You will use your knowledge of supply chain, APIs and ERP systems to foster long-term relationships through proactive client success meetings and responsive support even as our product continues to evolve. You'll serve as the primary liaison between clients and internal teams, overseeing & delivering post-implementation support. Your influence and voice will be essential to the leadership team as we continue to grow and innovate. 

We welcome you to apply for this role as well as complete the Culture Index assessment. https://go.cultureindex.com/s/oxjbISXCN8

Responsibilities 

  • Conduct regular performance health checks to assess customer satisfaction and usage of our software products. 
  • Identify areas for improvement and provide actionable recommendations to enhance customer experience. 
  • Develop and maintain strong relationships with customers to understand their needs and goals. 
  • Train customers on our products explaining features & benefits implemented to their specific business needs. 
  • Identify Upsell opportunities & assist Account Executives across the sales cycle and helping win those identified upsell deals. 
  • Collaborate and coordinate with cross-functional teams throughout support troubleshooting, including software developers & QA analysts. 
  • Conduct regular status meetings with clients to provide updates on project progress, address concerns, and gather feedback. 
  • Once Implemented, onboard customers & facilitate user training sessions to ensure clients are proficient in adopting & utilizing the software's features and functionalities. 
  • Serve as the primary point of contact for post-implementation support, addressing client inquiries, troubleshooting issues, and escalating technical issues in a timely manner as needed. 
  • Continuously evaluate and improve customer lifecycle processes to enhance efficiency, scalability, and client satisfaction. 
  • Review and understand product release notes, ensuring customers are informed about new features, enhancements, and bug fixes. 
  • Communicate product updates and changes to customers in a clear and concise manner. 
  • Assist customers in understanding how new features and changes can benefit their specific use cases. 
  • Stay updated on product changes and enhancements ensuring you can effectively communicate these to clients & incorporating them into ongoing support. 
  • Identify upselling and cross-selling opportunities based on client needs and usage patterns. 

Requirements and Skills 

  • Proven experience in a customer success, technical support, or similar role within a software/tech company. 
  • Strong technical acumen with the ability to understand and explain complex software products. 
  • Excellent communication and interpersonal skills, with a customer-centric mindset. 
  • Proficient in using CRM systems, support ticketing tools, and other relevant software. 
  • Ability to work independently and collaboratively in a fast-paced environment. 
  • Strong problem-solving skills and attention to detail.  
  • Excellent presentation skills, with the ability to effectively engage with clients, internal teams, and stakeholders at all levels. 
  • Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines. 
  • Demonstrated ability to adapt quickly to changing priorities and navigate ambiguity with confidence. 
  • Deep understanding of manufacturing and distribution processes, including inventory management, supply chain operations, and production workflows. 
  • Technical proficiency in software configuration, database management, and troubleshooting. 
  • Familiarity with ERP systems, CRM platforms, or related enterprise software solutions is desirable. 

We welcome you to join our journey to make B2B returns simple, economical and green. 

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