The Customer Success Specialist will develop and maintain long-term business relationships by serving as an internal advocate and client liaison beginning from pre-sale to the point of sale, through on-boarding, deployment and training, helping to guarantee project/client success, and renewals. Will proactively engage with each client to help them understand the full range of offerings and maximize the value. Works creatively to ensure renewals, up-sell and drive long term customer success and satisfaction. The ideal candidate is tech-savvy with the ability to learn and understand software quickly; has an analytical mind; and is an excellent writer and communicator with a happy and friendly demeanor and positive goal-oriented attitude.

Responsibilities

Uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Consistently track client interactions and provide regular reports to team members and leadership to identify bugs and specify, outline and advocate for improvements based on customer feedback
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed
Work with marketing and programmers to develop easy to understand training materials and provide training and assistance to clients

Qualifications

· Passion for working on a small, dedicated, and determined team driven to grow revenue and improve product offerings

· SaaS account management and support experience a plus

· Bachelor’s degree from an accredited College or University (work experience may be considered in lieu of a degree)

· 2+ years of work experience, preferably in customer service

· Proven track record of successfully building and nurturing multi-level client relationships

· Ability to learn software quickly and transfer that knowledge to others in an understandable way

· Excellent organizational, analytical, project management, consultative and time management skills

· Well spoken, driven, caring individual with strong written and oral presentation skills, as well as active listening

Ardian Group, Inc.

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Customer Success Specialist