Customer Success Specialist

Requirements/Qualifications

• Demonstrated ability to learn and apply new tools or strategies quickly.
• Strong interpersonal and communication skills with a client-first approach.
• Ability to manage multiple client interactions and prioritize tasks effectively.
• Comfort working primarily on the phone and via virtual meeting platforms.
• Eagerness to learn new systems and adapt quickly to changing priorities.
• Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom).
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Desired Software Knowledge/Skills

• Customer service experience preferred, with exposure to customer success a plus.
• Basic understanding of IT or data center operations is a plus.
• Experience working with CRM systems, ticketing tools, or virtual meeting platforms.
• Experience with Sunbird’s DCIM Solution.
• Ability to communicate technical concepts clearly and effectively to non-technical audiences.
• Self-motivated with a strong desire for professional growth.

Essential Duties and Responsibilities

• Conduct Customer Success Sessions to:
• Resolve client issues and ensure their needs are addressed.
• Identify opportunities for increased ROI through feature adoption and integrations.
• Onboard or offboard client team members from Support Portal as required.
• Gather data on solution usage, track feature requests, and monitor licensing needs.
• Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME.
• Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools.
• Assist clients who opted for DIY implementation by providing proactive guidance and support.
• Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary.
• Contribute to process improvements by sharing insights, best practices, and developing client resources.
• Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings.