Customer Success Specialist

Delaware Valley Wholesale Florist • Sewell, NJ

239d

About The Position

The Customer Success Specialist is a key role in our customer-centric organization, responsible for guiding customers through their journey. They ensure customers have a smooth and efficient onboarding experience, have the training, resources, and support needed to effectively utilize our product offerings, maximizing their satisfaction and success. This role is integral in building strong relationships and fostering long-term customer loyalty. This is a full-time, non-exempt position. Regular hours of work are Monday through Friday day shift, with the ability to flex schedule to different times as needed to accommodate sales and customers.

Requirements

• 2+ years relevant experience in support, customer success, account management, sales, or similar roles.
• Passion for delivering a fantastic customer experience.
• Tech-savvy with the ability to quickly learn and explain products.
• Bachelor's Degree in Business Administration, Marketing, Communications, or a related field (preferred).
• Proficiency in Apprise, Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.) and Customer Relationship Management (CRM) software.
• Experience using training tools and platforms for conducting virtual training sessions.
• Excellent verbal and written communication skills.

Nice To Haves

• Relevant Certifications such as Customer Success Management, Customer Experience, or Project Management (preferred).

Responsibilities

• Manage the end-to-end onboarding process for new customers, ensuring a smooth and positive experience.
• Conduct initial training sessions for new customers and serve as the primary point of contact during the onboarding phase, addressing customer questions and concerns promptly.
• Advocate for customer needs by gathering feedback about their experience and identify recurring challenges or opportunities.
• Actively participate in enhancement projects that improve efficiency, reduce time-to-value, and increase customer satisfaction.
• Ownership of assigned customer accounts, driving revenue growth and satisfaction.
• Serve as overflow and back up support for sales team during peak seasons or resource constraints.
• Proactively communicate with customers to provide progress updates, answer questions, and offer additional assistance.
• Document and communicate customer needs, goals, and any specific requirements to the Customer Success Manager.
• Develop and deliver tailored training sessions for customers, focusing on functionalities and best practices.
• Create and update training materials, such as user guides, video tutorials, and FAQs, to support customer self-service.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability
• Long-term disability
• Company-paid life insurance
• Voluntary life insurance
• 401(k) plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree