Sr. Customer Success Specialist

We are looking for a seasoned Senior Customer Success Specialist with a technical background to join our team. The ideal candidate will have at least 5 years of experience in customer success or client-facing roles, with exposure to product support being a significant advantage. You will play a pivotal role in ensuring customer satisfaction, promoting product adoption, and driving customer success.

Key Responsibilities

• Serve as the primary technical point of contact for assigned clients, addressing inquiries and resolving complex technical issues.
• Assist customers in understanding and utilizing our products effectively to achieve their goals.
• Onboard new clients, ensuring a seamless transition and understanding of technical requirements.
• Collaborate with internal teams (Product, Development, and Support) to address customer feedback and enhance product offerings.
• Conduct periodic business reviews and technical assessments to ensure client satisfaction and retention.
• Proactively identify opportunities to upsell or cross-sell additional services and products based on client needs.
• Document and analyze customer interactions to improve service delivery and product performance.
• Provide support during escalations, troubleshooting technical issues and coordinating with the product team for resolution.

Qualifications & Skills

• Technical Background: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience: Minimum of 5 years in customer success, client relationship management, or a related role.
• Product Support Knowledge: Experience or exposure in product support or troubleshooting is a strong advantage.
• Technical Proficiency: Ability to learn and explain complex technical concepts to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities to build strong relationships with clients.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and familiarity with customer success metrics.

Preferred Qualifications

• Knowledge of SaaS-based products or technology-driven environments.
• Experience working with cross-functional teams in a dynamic environment.

• A collaborative and fast-paced work environment.
• Opportunities for professional development and career growth.
• Competitive compensation and benefits package.
• The chance to work with cutting-edge technologies and a diverse, talented team.