Customer Success Specialist
About The Position
SMG is a nationally recognized professional service organization that provides workplace safety consulting, training, staffing, program planning, and implementation. SMG seeks a Customer Success Specialist - in Indianapolis, IN - This role is temporary with potential for being a full-time hire. End date may be in August of this year. Seeking a Customer Success Specialist with proven experience in maintaining successful client and customer relationships. This position will be the direct point of contact for VERO system users to address all questions or concerns and ensure continued success for clients and subscribers in the VERO platform. The Customer Success Specialist takes ownership of customer satisfaction and success.
Requirements
- Two or more years’ experience in customer service or customer support
- Experience in customer-facing, support, or technical role
- Successful working in a team environment
- Must be patient, empathetic, and have great communication skills
- Self-starter and resourceful
- Strong interpersonal skills
- Comfortable with technology and learning new software
- Ability to handle escalated customer issues
- Organized, detailed oriented, and able to manage multiple tasks
Nice To Haves
- Knowledge of Saas solutions and/or environmental health and safety software
Responsibilities
- Take ownership of customer success
- Become subject matter expert in every module and function of VERO, understanding critical differences between client processes
- Responsible for onboarding contractors and providing ongoing support to increase efficiency in their day-to-day use of VERO
- Develop training materials (e.g., user guides, videos) for client and contractor users
- Provide technical and administrative support for all VERO users
- Provide interactive “power user” training for client personnel
- Promote the value of the VERO product through successful customer experience
- Respond to high level customer inquiries as quickly and accurately as possible via email or phone
- Collect and manage product feedback and participate in conversations advocating for an improved user experience
- Identify any technical issues or software bugs and escalate as necessary
- Keep Customer Success Manager informed of any trends in client or customer dissatisfaction or any significant concerns
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
