Customer Support Specialist

Employment Solutions Ohio; Gahanna (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Employment Solutions Ohio is seeking a Customer Success Specialist to serve as the primary contact for clients, ensuring satisfaction and strategic account management. You will leverage SaaS platforms and CRM systems to nurture relationships, track interactions, and drive retention.

The role emphasizes onboarding, training, and ongoing support to maximize platform utilization, with data-driven insights to identify growth opportunities and ensure high customer satisfaction.

Qualifications

• Proven experience in client services or account management within SaaS or financial services industries.

Responsibilities

• Manage and nurture client relationships to ensure high levels of satisfaction and retention.
• Utilize Salesforce and other CRM systems to track customer interactions, sales pipelines, and account activity.
• Collaborate cross-functionally with sales, marketing, product, and support teams to address client needs effectively.
• Assist clients with onboarding processes, training sessions, and ongoing support to maximize platform utilization.
• Monitor customer health metrics and leverage data-driven insights to proactively identify opportunities for growth.
• Support order processing activities using internal tools and ensure seamless delivery of services.
• Resolve customer service issues promptly through effective problem-solving and clear communication.
• Conduct regular check-ins with clients to gather feedback and identify opportunities for upselling or expansion.
• Contribute to the development of client success strategies aligned with business goals.
• Prepare reports on account performance, customer satisfaction levels, and engagement metrics.

Job description

We are looking for a dedicated and proactive Customer Success Specialist to join our dynamic team. In this role, you will serve as a primary point of contact for clients, ensuring their needs are met through exceptional service and strategic account management. Your expertise in project management, SaaS (Software as a Service) platforms, and CRM systems will be vital in fostering long-term relationships, driving customer satisfaction, and supporting client retention. The ideal candidate will possess strong communication skills, a customer-centric mindset, and experience in managing client accounts within a fast-paced environment.

Key Responsibilities

• Manage and nurture client relationships to ensure high levels of satisfaction and retention
• Utilize Salesforce and other CRM systems to track customer interactions, sales pipelines, and account activity
• Collaborate cross-functionally with sales, marketing, product, and support teams to address client needs effectively
• Assist clients with onboarding processes, training sessions, and ongoing support to maximize platform utilization
• Monitor customer health metrics and leverage data-driven insights to proactively identify opportunities for growth
• Support order processing activities using internal tools and ensure seamless delivery of services
• Resolve customer service issues promptly through effective problem-solving and clear communication
• Conduct regular check-ins with clients to gather feedback and identify opportunities for upselling or expansion
• Contribute to the development of client success strategies aligned with business goals
• Prepare reports on account performance, customer satisfaction levels, and engagement metrics

Experience

• Proven experience in client services or account management within SaaS or financial services industries
• Strong project management skills with the ability to coordinate multiple client accounts simultaneously
• Proficiency in Salesforce Cloud and familiarity with CRM systems used for customer relationship management
• Experience utilizing order processing tools and data analysis for decision-making purposes
• Knowledge of Microsoft Office suite including Excel, Word, and PowerPoint for reporting and communication
• Demonstrated success in managing customer accounts through effective relationship management strategies
• Ability to collaborate across departments in a fast-paced environment while maintaining attention to detail
• Excellent communication skills—both written and verbal—with a focus on clarity and professionalism

Join us in empowering our clients while advancing your career within a collaborative team dedicated to excellence.