Customer Success Specialist

Description

The Customer Success Representative is responsible for managing ComputerCare’s current customers with the goal of providing excellent customer support, which result in high levels of customer retention, and new opportunities to up/cross sell appropriately based on our customer’s changing needs. You will work closely with the Sales Team, Customer Service, and the Technical Team to ensure a seamless and successful customer experience across the board.  

• Ensure the maintenance and retention of at least 60 core customers, conducting quarterly business reviews, managing account renewal processes, and identifying opportunities for upselling and cross-selling to enhance customer value.
• Facilitate smooth onboarding for new customer accounts acquired by the Sales team, alongside ongoing management of existing customer relationships.
• Act as the primary liaison for directly managed accounts, understanding their needs, resolving challenges, and identifying opportunities for additional support and revenue growth.
• Oversee the customer contract renewal process for the assigned core customers, ensuring seamless transitions and continued satisfaction.
• Manage the customer contract renewal process for the core customers assigned to you.

• Track and measure key performance indicators (KPIs) related to customer satisfaction, retention, and engagement.
• Continuously seek ways to enhance the customer experience and drive department initiatives.
• Regularly schedule check-ins with existing customers (weekly, bi-weekly, or monthly) to understand their evolving needs and address any concerns they may have.
• Generate revenue by selling, managing, and developing existing client relationships while understanding client needs; tailoring customer solutions through consultative selling. 
• Maintain hyper focus on identifying opportunities in a customer’s environment and develop a business-orient point of view that compels them to trust ComputerCare to solve for it.
• Serve as a product, service and company ambassador, keep on educating prospects and customers on the capabilities of ComputerCare.
• Use internal sales systems effectively for lead management and sales forecasting, collaborating closely with the Customer Success Lead to optimize processes.
• Cultivate strong relationships with ecosystem partners to expand market coverage and awareness, leveraging partnerships to enhance customer value.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Collaborate with cross-functional teams to meet Service Level Agreement and provide seamless service to our customers.
• Other duties as assigned by leadership.

• 2+ years of relevant experience in business development or similar customer-facing role, preferably within the technology industry
• 2+ years of experience with Netsuite and HubSpot or similar systems experience strongly preferred
• 2 + years of experience of building customer relationships
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Strong computer skills, preferably Google Suite and Microsoft Office
• Excellent time management and organizational skills
• Ability to multitask and work in a fast-paced environment, and attention to detail 
• Ability to travel to worksite locations, as needed