Customer Success Specialist

Description

Position Summary:

As a Customer Success Specialist, you will be the primary point of contact for our customers, ensuring they achieve their desired outcomes with our products or services. You will foster strong relationships, provide tailored support, and act as their advocate within the organization. Your ultimate goal is to drive customer satisfaction, retention, and growth. 

Primary Responsibilities and Duties:

The following responsibilities and duties are required of the Customer Success Specialist:

1. Relationship Management:

· Build and maintain strong relationships with customers, serving as their trusted advisor.

· Ability to effectively manage high-touch and challenging clients while maintaining a positive, professional demeanor

· Regularly check in with customers to understand their challenges and provide solutions.

2. Proactive Ongoing Support:

· Identify opportunities to improve customer experience and provide proactive recommendations.

· Administrate and manage service catalogs including but not limited to pricing, service availability, and other order management tasks.

· Monitor customer activities to identify and address potential issues before they arise.

3. Advocacy:

· Act as the voice of the customer, providing feedback to internal teams (e.g., product development, operations, marketing).

· Advocate for customers' needs and collaborate with teams to deliver exceptional service.

4. Retention and Growth:

· Drive customer retention by ensuring satisfaction and delivering value.

· Identify upselling or cross-selling opportunities and collaborate with the sales team to implement them.

5. Problem Resolution:

· Assist customers in resolving issues efficiently and effectively, coordinating with Operations and Project Management teams when necessary.

· Track and document customer inquiries and resolutions.

6. Account Administration

· Keep updated records and create reports or presentations.

· Conduct business reviews with assigned clients to identify and analyze areas of improvement and upsell opportunities.

· Schedule and organize customer meetings and maintain agendas.

· Provide business development support and administrative support for all assigned clients.

Minimum Qualifications:

· Bachelor’s degree in business, marketing, or a related field or equivalent work experience.

· Strong interpersonal and communication skills, both verbal and written.

· Excellent problem-solving and critical-thinking abilities.

· Familiarity with customer success tools (e.g., CRM software) and metrics.

· Ability to work independently, manage time effectively, and prioritize tasks.

To Help You Succeed

TOGA Technology provides comprehensive benefits and opportunities for our employees including:

· Comp: $45K/Annually 

· Comprehensive service training and advancement opportunity

· Comprehensive benefits, including Health/Dental/Vision/Life Insurance, and 401(k)

· 16 paid days off per year and 10 paid holidays per year

· Professional environment with opportunities for advancement based on performance