Customer Success Specialist

About the role

Linxup is a fast-growing company based in St. Louis, MO, that provides products and solutions to help field service fleets improve the safety, security, productivity, and efficiency of their operations. With over 30,000 businesses relying on Linxup, this role focuses on building relationships with key customers and ensuring they get the most out of the company's telematics software solutions.

Essential Functions – Responsibilities

• Deliver a positive Linxup customer experience for our customers; owning the success of the customer journey through providing timely and appropriate resources and guidance to enhance high-level customer retention.
• Work with clients to establish their personal goals with our solution, and purposefully work with them to achieve these goals.
• Manage expectations and deadlines with customers to keep them on track for a successful onboarding experience.
• Internal and External Advocate: Be our customer’s go-to person and navigate internal processes to provide the best outcome for the client and our market.
• Respond to questions, concerns, and feedback in a positive, empathetic, and consultative manner; escalating internally when appropriate.
• Build strong, consultative relationships with our customers, their fleet managers, and business owners, to ensure they can confidently use the Linxup platform.
• Establish a high level of personal credibility and build strong relationships to improve customer satisfaction.
• Monitor customer health, usage, and activity to assess risk and apply retention initiatives.
• Recognize trends in the customer life cycle and collaborate with internal teams on solutions to improve the customer experience.
• Establish a trusted/strategic advisor relationship with each assigned client.
• Be comfortable interacting with the customers leveraging all manners of communication, including phone calls, email, social networks, and webinars.
• Work cross-functionally to identify cross-sell opportunities that lead to new business results.
• Proactively engage with customers to communicate new product features that bring value to their business needs.
• Acknowledge and leverage client referrals, associations, and networking to pass leads to our sales teams.

Qualifications

• Related Bachelor’s Degree preferred (Sales, Marketing, Business Administration etc.).
• 3+ years of work history preferably in customer success or similar roles within a SaaS organization.
• Genuine passion for creating a positive experience and bringing meaningful value to our customers.
• Team-oriented individual who enjoys collaborating with others.
• Strong ability to effectively manage your time and prioritize across multiple customers and deadlines with the help of a CRM.
• Effective and respectful communication on the phone, through email, and in person.
• You can confidently interact with all levels of an external organization.
• A passion for building business plans, and executing strategic initiatives with your customers.
• Comfortable in a fast-paced technology company, start-up experience is a plus.
• Proven ability to succeed in an ever-evolving, metrics-driven environment.