Customer Success Specialist
Wolters Kluwer · Clayton, MO · 2 wk ago
On-siteCustomer Service$57k/yrFull-time
Responsibilities
- Support more complex customer onboarding processes.
- Handle multiple customer inquiries with increasing complexity.
- Aid in resolving intermediate technical issues and troubleshooting.
- Conduct intermediate product training sessions for customers.
- Monitor and analyze customer usage patterns.
- Document and communicate recurring customer feedback to the team.
- Collaborate with sales and support teams on customer issues.
- Identify and escalate critical customer issues.
- Recommend product/service improvements based on customer feedback.
- Assist in development and refinement of onboarding materials.
Requirements
- Advanced Communication: Effective verbal and written communication skills.
- Customer Relationship Management: Skills to manage and nurture customer relationships.
- Analytical Skills: Use basic data to identify trends and insights.
- Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.
- Product Knowledge: In-depth understanding of product features and benefits.
- Training Skills: Ability to convey information effectively during training sessions.
- Project Management: Basic project management skills to handle varied tasks.
- Technical Proficiency: Intermediate proficiency with CRM and other customer support software.
Qualifications
To succeed in this role, you should have:
- At least 2 years of experience in customer service or project management.
- A bachelor's degree in a related field or equivalent work experience.
- Experience with CRM and other customer support software.
- Intermediate proficiency with Microsoft Office Suite.
Skills
- Advanced Communication: Effective verbal and written communication skills.
- Customer Relationship Management: Skills to manage and nurture customer relationships.
- Analytical Skills: Use basic data to identify trends and insights.
- Problem Solving: Intermediate problem-solving capabilities for resolving customer issues.
- Product Knowledge: In-depth understanding of product features and benefits.
- Training Skills: Ability to convey information effectively during training sessions.
- Project Management: Basic project management skills to handle varied tasks.
- Technical Proficiency: Intermediate proficiency with CRM and other customer support software.
Benefits
- Medical, Dental, & Vision Plans.
- 401(k).
- FSA/HSA.
- Commuter Benefits.
- Tuition Assistance Plan.
- Vacation and Sick Time.
- Paid Parental Leave.