Customer Success Specialist
| Company | Reputation |
|---|---|
| Location | Scottsdale, AZ, USA, Lehi, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior |
Requirements
- 1-2 years experience in Sales, Customer Support, Account Management or Reputation/competitor experience
- Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus
- Complex problem-solving skills and an analytical mindset is a must, along with a consultative mindset and approach
- Aligning on customer business objectives and product/service offering
- Highly detail oriented, self-driven and eager to provide a superior customer service experience
- Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action
- Accountable for assisting or managing a number of small to medium size customers with lower ARR <$50k ARR
- Customer Experience + Customer Outcomes = Customer Success
- Develops and implements new approaches to complex issues. Customer obsessed
- Ability to work well under pressure, and find creative solutions to challenging problems
- Adapts to ambiguity, is open to new ideas, takes on new responsibilities, adjusts plans to meet changing needs
- Desire to excel and grow within the organization
- Bachelor’s Degree required
Responsibilities
- Managing client success from onboarding to training, to upsell and renewal
- Responsible for up to $1M in ARR (50+ accounts, Small to Medium Businesses)
- Serving as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growth
- Managing client expectations for workflow and responsibilities
- Build strong relationships and maintain frequent engagement with customer sponsors
- Monitor and analyze account-specific data sets to address potential churn risk and upsell opportunities, present key performance metrics to build the success story, and convey value propositions that ensure customer satisfaction and retention
- Providing world-class customer service, through organization, urgency and strategy
- Collaborating effectively with sales, product, data science and peers to maximize the customer experience
- Ability to self-manage and to work with a small group of peers and clients
- Be a positive contributor to ‘the team’ in order to maximize Reputation’s short and long-term revenue targets
- Additional duties as assigned
Preferred Qualifications
- Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus