Customer Success Specialist

Assured Data Protection•Herndon, VA

5d•Hybrid

About The Position

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support. We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global data centers ensure data sovereignty, meeting your organization’s compliance requirements. A dedicated team is always available to recover your data and minimize disruption in the event of a disaster. The Customer Success Specialist (CSS) is responsible for driving customer satisfaction, adoption, and long-term success by ensuring customers realize the full value of Assured’s solutions. The CSS manages a portfolio of customer accounts, serves as the primary point of contact for inquiries and support needs, proactively monitors account health through regular customer touchpoints and Quarterly Service Reviews (QSRs), and identifies opportunities for account expansion.

Requirements

Bachelor’s degree required.
Minimum of 2 years of experience in customer success, account management, or a strategic customer-facing role (preferably in SaaS or technical industry).
Strong analytical, problem-solving, and conflict-resolution abilities.
Exceptional verbal and written communication skills
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, who can quickly adjust priorities
Ability to learn new software tools on the job

Nice To Haves

Knowledge of Zendesk, ChurnZero, or HubSpot
Experience in Customer Success

Responsibilities

Build and maintain strong relationships with your customers while ensuring their needs are being met in a timely manner.
Conduct regular Service Reviews to identify potential issues, understand customers current and future plans, and discover opportunities for upselling services that align with the customers’ needs.
Monitor accounts and proactively address any issues, escalating as needed, while also surfacing opportunities for improvement.
Resolve complex customer problems or disputes in a professional manner.
Support proactive marketing campaigns to keep customers informed about product updates and best practices.
Keep records and documentation of customer interactions.