Platform Success Specialist II-2

Integrity Marketing Group • Dallas, TX

1d

About The Position

This role is a proactive, customer-facing role focused on ensuring users achieve their desired outcomes, driving product adoption, and fostering long-term retention. The PSSs manage the post-sale journey, handling new user walkthroughs and troubleshooting, while identifying opportunities to educate on best practices and feature solutions.

Requirements

• High School Diploma or GED required
• 2-4 years of Customer Success/Support experience or other related experience
• Experience with CRM or service ticketing systems (Zendesk, FreshService, FreshChat, Salesforce, Hubspot, etc)
• Proficiency to navigate multiple technology platforms and apps
• Proficient in English (written and verbal)
• Knowledge of industry standards (insurance, SaaS, and Integrity Products)
• Skilled in problem solving and attention to detail
• Skilled in communication (written and verbal)
• Skilled in de-escalation
• Skilled in applying a customer-focused and analytical mindset
• Skilled in B2C sales tactics
• Ability to empathize with the customer
• Ability to build positive relationships
• Ability to multitask and quickly adapt to evolving environments
• Ability to analyze data and apply critical thinking while identifying opportunities to cross-sell/upsell products and features

Nice To Haves

• Bachelor’s degree in related field preferred

Responsibilities

• Guiding new users through account setup and providing training to ensure immediate product value.
• Handling complex technical inquiries, addressing user complaints, and coordinating with internal teams for resolutions.
• Building rapport and acting as a trusted advisor to increase customer satisfaction and loyalty.
• Act as the Voice of the Customer (VOC) by reporting user feedback to identify opportunities for improvement and providing insights into management.
• Contribute to a culture of amazing agent experiences as part of the Integrity Platform Success team.
• Respond to support inquiries accurately and efficiently via phone, email or chat.
• Assisting Team Leads with data, analytics, quality assurance, or training projects and tasks.
• Attending live webinars to help facilitate discussion and answer questions in real time.
• Other duties as assigned by your leader.

Benefits

• Competitive compensation package
• Benefits that make work more fun and give you and your family peace of mind

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees