Customer Success Specialist

7 days ago

Guelph, Canada SomaDetect Full time

**Job Overview**
**Responsibilities and Duties**
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
- Manage Customer Success internal ticketing system
- Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of SomaDetect
- Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
- Work with the sales and marketing team to drill customer references and develop case studies
- Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
- Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

**Qualifications**
- Strong Dairy industry knowledge
- Bachelor’s Degree in Dairy Science, Animal Science, Agricultural Studies or a related field or equivalent experience.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.

*
Working Conditions*
This is a remote position and requires approximately 25% travel, nationally and internationally. This position involves off site visits from time to time. The role requires schedule flexibility.

**Physical Requirements**
This position requires sitting and standing, sometimes for extended periods of time, for meetings or work, operating a personal computer, visually inspecting documents and forms.

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