Customer Success Specialist

TITLE: Customer Success Specialist

LOCATION: Remote

DEPARTMENT: Operations

REPORTS TO: Supervisor, Customer Success

PERCENTAGE OF TRAVEL: 0% 

 POSITION SUMMARY: 

Broadvoice is looking for a Customer Success Specialist to become and integral part of our dynamic team. In this role, you will work closely with customers to ensure they are taking advantage of all applicable product capabilities and help to resolve any potential issue or risk. We are looking for a candidate who is not just equipped with the necessary skills, but who is passionate about helping customers achieve their goals and gain operational efficiency. By monitoring health of the customer relationship, the CSS will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

YOUR DAY-TO-DAY: 

• Work closely with our customers to understand their business need and ensure they’re able to gain value from our products.
• Manage and work cases that come into the Customer Success Queue.
• Handle contract renewals for customers.
• Deploy reactive retention activities as needed for at risk customers.
• Conduct proactive health reviews and outreach to at risk customers to mitigate risk.
• Handle incoming customer questions regarding their account and contract and assist with changes as needed.
• Work cross-functionally to ensure customer needs are met timely.

WHAT YOU BRING TO THE TEAM: 

• 1-3 years’ experience in driving successful solution-oriented client engagement.
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.
• Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred.
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.
• Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.
• A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations.
• Experience with CRM systems (Salesforce, Rev.io, etc.)