Customer Success Specialist

• Execute customer outreach as outlined in account planning exercises with a manager and assigned Relationship Manager(s).
• Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage.
• Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value.
• Execute the processing and implementation of customer changes, including performing modifications on searches per customer requests.
• Maintain awareness of ongoing service matters including troubleshooting, screen sharing, and support sessions.
• Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements.
• Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs.
• Escalate appropriate retention efforts to their manager.
• Participate in Root Cause Analysis including incident and problem management activities.
• Ensure that the organization's best practices and methodologies are adhered to on a consistent basis.
• Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results.
• Dedicate oneself to becoming well-versed in the SLED and FED procurement processes.
• Clearly and professionally communicate with customers.
• Thoroughly document all interactions with customers in the company's CRM and leverage internal AI tools to drive efficiency.
• Other job duties as assigned to meet the business needs.

Required Qualifications

• Bachelor's degree preferred. Proven work experience will be considered in lieu of a degree.
• 1+ year of call center or support center experience.
• Strong interpersonal, facilitation, listening, and relationship-building skills.
• Thorough understanding of market research, data collection, and analysis.
• Excellent verbal and strong communication skills.
• Ability to prioritize and handle multiple requests concurrently.
• Ability to problem-solve and bring a timely resolution to issues.
• Ability to work independently and to be self-motivated based on pre-defined goals.