Customer Success Specialist

Responsibilities

• Understand customer outcomes by communicating with customers, analyze customer health metrics, and gather other feedback
• Drive retention and growth among our customers by understanding their business needs and helping them succeed
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Collaborate closely with team members, support renewals and expansion opportunities
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Collaborate with technical support team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Identify opportunities for customers to act as Earlyone’s advocates (e.g. testimonials, case studies)
• Creation and update of PDF user manuals and assist in creation of video manuals.

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