Customer Success Specialist (Sales & Marketing)
Responsibilities:
• Customer onboarding, training, and support
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos and webinars
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
• Carrying out periodic health checks to avoid churn
• Firefighting during account escalations
• Account management and renewals
• Keeping customers updated on changes to the product they’re using, new features and new products they might find useful
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
• Upselling and cross-selling through review of customers’ progress
• Create product positioning and messaging that makes an impact to drive familiarity, consideration and action by clients and prospects.
• Manage email marketing campaigns, customer’s demos, webinars & partnership.
• Develop compelling and concise content for product alerts across various social media channels.
• Build social communities to draw new client engagement.
• Work cross-functionally to develop marketing materials and campaign assets to build awareness and drive engagement.
Desired Skills and Experience
An individual with 2-4 years of SaaS work experience with in-depth knowledge of the product or service understanding of the customer and their needs Skills to proactively orchestrate the customer’s journey towards their goals.
• Relationship-building
• Strong communication skills
• Attention to detail
• The ability to lead a team