Customer Success Specialist

Toga Technology; Illinois; On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Comprehensive training

Advancement opportunities

Job summary

Toga Technology in Illinois seeks a Customer Success Specialist who will be the primary contact for customers, ensuring they achieve outcomes with our products and services. You will foster strong relationships and provide tailored support.

You will advocate for customers, drive retention and growth, and coordinate with Operations and Sales to address issues and identify upsell opportunities. The role emphasizes service excellence and clear, proactive communication.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong verbal and written communication.
• Familiarity with CS tools and metrics.
• Ability to work independently and manage priorities.

Responsibilities

• Build and maintain relationships with customers as trusted advisors.
• Provide proactive ongoing support and address challenges.
• Advocate for customers and relay feedback to internal teams.
• Drive retention and identify upsell opportunities in collaboration with sales.
• Resolve issues efficiently coordinating with Operations and PM teams.
• Prepare business reviews and reports for assigned clients.

Skills

Interpersonal and communication skills

Problem solving

Critical thinking

CRM software familiarity

Time management

Education

Bachelor's degree in business, marketing, or related field

Tools

CRM software

Job description

Position Summary

As a Customer Success Specialist, you will be the primary point of contact for our customers, ensuring they achieve their desired outcomes with our products or services. You will foster strong relationships, provide tailored support, and act as their advocate within the organization. Your ultimate goal is to drive customer satisfaction, retention, and growth.

Primary Responsibilities and Duties

1. Relationship Management:
   • Build and maintain strong relationships with customers, serving as their trusted advisor.
   • Ability to effectively manage high-touch and challenging clients while maintaining a positive, professional demeanor
   • Regularly check in with customers to understand their challenges and provide solutions.
2. Proactive Ongoing Support:
   • Identify opportunities to improve customer experience and provide proactive recommendations.
   • Administrate and manage service catalogs including but not limited to pricing, service availability, and other order management tasks.
   • Monitor customer activities to identify and address potential issues before they arise.
3. Advocacy:
   • Act as the voice of the customer, providing feedback to internal teams (e.g., product development, operations, marketing).
   • Advocate for customers' needs and collaborate with teams to deliver exceptional service.
4. Retention and Growth:
   • Drive customer retention by ensuring satisfaction and delivering value.
   • Identify upselling or cross-selling opportunities and collaborate with the sales team to implement them.
5. Problem Resolution:
   • Assist customers in resolving issues efficiently and effectively, coordinating with Operations and Project Management teams when necessary.
   • Track and document customer inquiries and resolutions.
6. Account Administration:
   • Keep updated records and create reports or presentations.
   • Conduct business reviews with assigned clients to identify and analyze areas of improvement and upsell opportunities.
   • Schedule and organize customer meetings and maintain agendas.
   • Provide business development support and administrative support for all assigned clients.

Minimum Qualifications

• Bachelor’s degree in business, marketing, or a related field or equivalent work experience.
• Strong interpersonal and communication skills, both verbal and written.
• Excellent problem-solving and critical-thinking abilities.
• Familiarity with customer success tools (e.g., CRM software) and metrics.
• Ability to work independently, manage time effectively, and prioritize tasks.

To Help You Succeed

• Comp: $45K/Annually
• Comprehensive service training and advancement opportunity