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As a Customer Success Specialist, you will be responsible for the health and satisfaction of our customers by supporting the post-sales customer Lifecyle. This includes customer adoption, on-going support, maintaining satisfaction and ensuring retention.
WHAT YOU’LL DO:
Team-based Approach: Manage a shared book of business of SMB (small and medium-sized business) customers at scale, and as a trusted representative, guide them to success with their online presence with GreenGeeks products and services.
Onboarding: Assist with the onboarding of new customers by understanding their business goals, and guiding customers to the right solution and or to education material.
Driving Adoption: Monitor usage and adoption by leveraging technology to connect with customers at the right time, and execute targeted campaigns to help customers make the most of their GreenGeeks account.
Engagement at Scale: Engage with customers during periodic progress reviews, NPS surveys, where you will share metrics, recommendations, and gauge progress on their online presence and business goals.
Retention: Identify at-risk accounts and create action plans to mitigate churn
Growing Accounts: Identify expansion opportunities in partnership with our Sales team
Team Collaboration: Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets: Team Renewal Rate, Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy
WHAT YOU’LL NEED:
• Some years of customer-facing / account management experience, preferably in the technology (SaaS) industry
• Tech Savvy: Ability to quickly learn new technologies and explain features and web building, web hosting concepts to customers in a simple, succinct manner
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Collaboration and Teamwork: works well with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
• High-Speed Internet that is reliable.
• Fluently speak and write in English as you’ll be using telephone and email to communicate with customers.
