Customer Success Specialist

Job Description:

DrBalcony, an innovative and fast-growing civil engineering start-up, is looking for a proactive and enthusiastic Customer Success Specialist to ensure that our clients receive outstanding service and support throughout their engagement with us. The Customer Success Specialist will serve as the primary point of contact for clients, helping them achieve their desired outcomes, providing project updates, and resolving any issues that arise. This role is crucial for fostering long-term relationships, ensuring customer satisfaction, and driving retention.

You will work closely with the engineering, sales, and project management teams to ensure smooth communication between the company and its clients, helping them navigate our services and products while ensuring their needs are met.

Key Responsibilities:

• Act as the primary point of contact for clients, ensuring their satisfaction and success throughout their journey with DrBalcony.
• Onboard new clients, helping them understand DrBalcony’s services, processes, and value propositions.
• Build strong relationships with clients by offering proactive support, regular check-ins, and clear communication about project timelines and updates.
• Resolve client issues promptly by working closely with internal teams, such as engineering, sales, and project management.
• Monitor client satisfaction through regular feedback collection and make recommendations for service improvements.
• Collaborate with project managers to ensure timely and accurate delivery of client projects.
• Help clients understand technical details and guide them through complex processes in simple, clear language.
• Prepare and present reports on customer feedback and project outcomes to identify trends and areas for improvement.
• Identify opportunities to enhance the customer experience and work on strategies for customer retention and growth.
• Provide technical and product support to clients when necessary, ensuring their questions are addressed quickly and accurately.

Requirements:

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 3-5 years of experience in customer service, account management, or a client-facing role (experience in the construction or engineering field is a plus).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients.
• Strong interpersonal skills with the ability to build and maintain positive client relationships.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
• Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is a plus.
• A customer-first attitude and a commitment to ensuring client satisfaction.

This is a remote role but must adhere to 7am-5pm (pacific standard time)

Benefits:

• Flexible working hours with potential remote work options.
• Opportunity to grow within a high-energy, innovative start-up.
• Engaging start-up culture with a focus on teamwork and continuous improvement.
• Wellness programs and team-building activities.