Customer Success Specialist

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About the role

Twirlmate is your partner in baton twirling events, groups, analytics and resources. Our mission is to grow the sport of baton twirling by celebrating all organizations. We also seek to support all members of the twirling community: athletes, parents, coaches, judges, vendors, and organization administrators.

Responsibilities

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of Twirlmate's products and services
• Serve as the primary contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Develop and maintain customer-success strategies and best practices, as well as customer-support content
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Develop documentation and case studies (written or video-based) that drive adoption and reduce friction in the customer journey
• Communicate effectively with Twirlmate leadership to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed

Requirements

• Experience or interest in communications, marketing, sales, account management, or customer success
• Strong skills in verbal and written communications, planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment

Qualifications

You are a self-motivated team player who knows how to listen to others while also finding the right way to voice your opinions. You view feedback as a growth opportunity and readily incorporate it into your work. You enjoy learning and trying new things. You take pride in the work you deliver and are known for its quality. You set ambitious goals and realistic milestones. You enjoy thinking from a customer's perspective.

Pay

This position is unpaid. However, it presents a unique opportunity to combine your professional interests with your passion for baton twirling. By tailoring work assignments to your career aspirations, Twirlmate hopes to help prepare you build experience that will serve you well in your future career.