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Customer Success Specialist
3 months ago
Together, we are SECURE
.Job Purpose:
The Customer Experience Specialist will be empowered to engage with key customers, stakeholders and teams across the industry to bring to life an improved customer experience using a web and mobile-based application. Starting with the initial customer journey, this role focuses on successful onboarding, training, implementation, support, and managing feedback, all while delivering positive end-to-end customer experiences. The incumbent will work with customers and internal and external stakeholders to conceive, define, test, deliver, support, monitor, and enhance digital products and experiences throughout their life cycle to achieve or exceed intended outcomes. This role is a true hybrid of soft and hard skills required to master technology and manage customer relationships.
The successful candidate thrives in an entrepreneurial environment, can leverage resources to accomplish complex goals, and is obsessed with customer success.
If you are excited to join a diverse, driven, innovative and entrepreneurial-minded team and you are passionate about maximizing customer value through technology-based products, this is the role for you.
Essential Duties & Responsibilities
The responsibilities of this role include, but are not limited to:
Engage with new and existing customers to strengthen customer relationships by supporting the use of technology as an embedded part of their operations, managing customer inbounds, seeking feedback, and leading onboarding, training and rollouts while delivering exceptional customer experiences through effective communication. Partner with internal resources (e.g., sales, business development, operations, and BITS) to acquire and maintain customer relationships. Reconciles perspectives on product strategy and priorities into a consensus that all stakeholders can support. Builds strong relationships with internal and external customers from diverse groups of industry experts.Technology Experience
Oversee and execute the training/rollout activities to ensure a smooth and supported transition to new processes and technology. Continuous improvement engagements with customers and support teams to enhance technology product quality and value. Supports the customer-facing helpdesk tool (via call, text, chat, and email) with occasional on-call requirements. Delivers extraordinary service on inbound customer requests in a fast-paced, structured customer care environment. Establish customer onboarding documentation and training and maintain the technology's knowledge base with up-to-date training and documentation. Work with stakeholders to gather feedback and consider change management.Product Definition
Collaborates with both customers/stakeholders and the product team to define requirements associated with the product. Performs customer research, including surveys, product analytics, market research, interviews, customer forums, or other cost-effective means of gaining insight into the "voice of the customer"; uses this insight to define and enhance product(s)Product Management
Conduct product demos and other reviewable features to the customers/stakeholders and relay feedback to the product team. Applies change management principles and techniques to help manage through change as required to execute successful product adoption for customers. Acting as a liaison between the customers and the product team to ensure transparent request delivery.Product Content Creation
Designs and implements social media strategy to align with team goals. Generates, edits, publishes and shares engaging content on social media accounts, company website, and company blog. Creates product content videos and articles for the company knowledge base, ensuring consistent, relevant training materials for customers. Works with product team lead to coordinate new release notes and communications. Creates marketing materials, including conference abstracts, trade show materials, and other product-related content.Qualifications/Competencies
The individual in this role will have:
Bachelor's degree in business, Communications, or related discipline; equivalent work experience will also be considered. Excellent communication and relationship-building skills. Ability to adapt to change 3 or more years of relevant experience in customer experience, communications and the business domain in which the product(s) exists. Experience in project management (including Agile) and program management. Experience in business requirements gathering and change management on complex projects. Experience in product or service design and delivery Demonstrated ability to partner and collaborate across organizations to support important business decisions and optimize outcomes. Experience managing many customers with various users. Excellent written and oral communication skills, including creating onboarding and training documentation.At SECURE, we focus on opportunities for growth and improvement for our employees, our customers, our partners, and the communities we operate in. We are an energetic team driven by the needs of our customers and care about making a meaningful contribution. We strive to attract, retain, and motivate employees by offering a compensation package that competitively recognizes employee contributions and performance.
In addition to rewarding job opportunities, we offer an attractive employee package, including:
Leading industry wages with competitive base salary, compensation programs Industry-leading safety Comprehensive benefits package including: Employer-paid benefits: health, dental & more Health Care Spending Account Employee Wellness Program Employee savings plans Career progression/internal mobility opportunities, including off-season rotational opportunities. Community investment activities A competitive employee referral programStay connected to us:
Visit us at and connect with us on our social media channels for our latest job postings, news, community activities, and other updates. SECURE is an equal-opportunity employer. Applicants are not assessed on race, age, disability, sexual orientation, religion or belief.