Customer Success Specialist

ImageTrend•Eagan, MN

11d•Remote

About The Position

Under the direction of the Director, Customer Success, the Customer Success Specialist will engage a high-volume book of clients to ensure they can maximize value from the partnership. You’ll drive adoption, utilization and demonstrate best practices to help your customers achieve their key objectives. In turn, this will allow us to strengthen relationships, solidify retention and identify expansion opportunities to grow the business.

Requirements

Degree or the equivalent combination of education and relevant experience
Exposure or familiarity with customer advocacy and engagement, such as post-sales or professional services functions, preferably in a SaaS-based organization
Familiarity with growing customer adoption, expansion and retention
Ability to showcase and drive product value in a high-volume environment
Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
Strong verbal and written communication, negotiation, presentation, and interpersonal skills
Enjoys a fast-paced environment and can adjust to changing priorities
Attention to detail, analytical, and problem-solving skills
Technical trouble-shooting skills, coupled with the ability to escalate problems
Understanding of how to communicate the value to customers of implementing various technologies
Experience providing a high level of customer satisfaction
Ability to travel based on customer and business needs and the location of customers, up to 25% (~10% on Average)

Nice To Haves

Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred

Responsibilities

Maintain relationships with clients, including driving adoption, ensuring retention, and enabling product subscription renewals
Monitor the health of customer accounts, reporting both internally to sales leadership and account team members
Proactively communicate and engage with clients to review the account for renewal
Act as an advisor with customers and drive continued value of our products and services
Work to identify and/or develop upsell and cross-sell opportunities
Advocate for customer needs and escalate issues cross-departmentally to address customer concerns and ensure timely resolution of technical inquiries
Assist and provide deployment and operational standard methodologies
Demonstrate to customers the full value of their purchased solutions and drive customer outcomes
Inform clients of the availability and applicability of new products and features
Support the Education team in identifying and recommending staff training opportunities
Maintain current functional and technical knowledge of the applicable product suite and future products or roadmap enhancements
Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes
Achieve all MBO goals, or other assigned targets
Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required
Additional duties as assigned