Customer Success Specialist

OverviewThe Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.Responsibilities25% - Get Customers Where Theyre Looking to GoAs an RQ product and solution expert you take ownership of your customers and their successYou successfully uncover what metrics each customer is measuring, and you\'ll use your knowledge of our software to help them achieve maximum valueProactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goalsHave an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms25% - Provide Proactive Service & Solve Problems Before They HappenYou identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happenStuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the accountYou will respond to customer requests and issues as the highest priority (within defined SLAs)Provide admin training on customer\'s request, and when new features are released25% - Drive Retention Rates & Build Your AccountsMaintain high customer renewal rates as a result of ongoing customer engagement and technical leadershipCapture and maintain current customer accounts, and work with your sales team to identify growth opportunitiesWork with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated25% - Onboard New CustomersAs an RQ product and solution expert, you understand your customer\'s requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer\'s expectationsUse your project management skills You\'ll drive our new projects by capturing and implementing each customer\'s specific requirements. They have go-live targets, and it\'s your job to hit themCapture and document each specific customers requirements and setup. It\'s your job to set up the next Customer Success Specialist to deliver value, so ensure they know what\'s important to each customer, and what\'s included in their individual setupSuccess Metrics, and What We'll MeasureRetention rate we want to partner with our customers for the long runProactive engagement helping our customers be successful in meeting their targetsOnboarding time - Effectively onboard customers into RQ Products as per agreed delivery scheduleBuild your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your networkJob Type : Full timeShift & Schedule :Workday : 9 : 00 am 5 : 00 pm, in office 3 days a week.After-hours work may be expected to hit your customer targetsRemuneration :Salary (base) : $55,000 - $60,000 per year; On-Target Earnings : $60,000 - $70,000, uncappedCommission : Percent (%) of the Annual Contract Value (ACV) onboarded and retainedHealth benefit account ($2,500) #J-18808-Ljbffr