Customer Success Specialist – Ireland/UK

Responsibilities

• Develop and nurture strong relationships with customers to understand their goals, challenges, and requirements.
• Serve as a primary point of contact for customer inquiries, issues, and escalations.
• Proactively engage with customers to ensure their needs are met and identify opportunities for revenue growth.
• Identify and address potential churn risks, working closely with customers to ensure continued success.
• Lead onboarding for new customers following handoff from Sales, ensuring a smooth and positive transition.
• Deliver product demos, onboarding sessions, and training over Google Meet.
• Create training tools such as instructional videos, onboarding content, and webinars to enhance customer knowledge.
• Help customers understand best practices and maximize their use of the Rezgo platform.
• Partner closely with Sales to support qualified opportunities that require deeper product or technical expertise.
• Participate in follow-up or advanced demos when needed to help move opportunities forward.
• Aid in moving opportunities forward by helping prospects understand how Rezgo can support their business needs.
• Ensure a seamless handoff experience by aligning on customer needs, expectations, and next steps.
• Respond to inbound tickets when required to assist our tech support team, providing exceptional customer service with a focus on resolving issues quickly and efficiently.
• Deliver exceptional customer service while helping customers resolve issues efficiently.
• Escalate issues appropriately and work collaboratively with internal teams to ensure timely resolution.
• Gather feedback from customers regarding product usability, features, and enhancements.
• Communicate customer feedback to relevant internal teams to drive product improvements.
• Stay up to date with product releases and updates to serve as a trusted subject matter expert.

Qualifications

• Previous experience in a customer-facing role, preferably in account management, customer success, or sales.
• Comfortable working with technology and experience with SaaS products.
• Strong listening skills with the ability to understand customer needs.
• Excellent communication skills — both written and verbal.
• Personable, with the ability to collaborate effectively across teams.
• Ability to collaborate effectively with remote teams.
• Strong time management and organizational skills, with the ability to meet deadlines.
• Ability to identify opportunities for growth and improvement.
• Problem-solving and issue resolution skills.

Bonus

• Experience delivering software demonstrations or training sessions.
• Knowledge of HTML and CSS.
• Familiarity with CRM systems and support ticketing platforms.
• Previous experience working in tourism or travel.
• Experience working remotely within an international team.