Customer Success Specialist Job Description

How do you write a job description for a Customer Success Specialist?

The Customer Success Specialist role is responsible for assisting, managing, and growing relationships with customers. The role will be tasked with becoming an advanced user of the platform very quickly in an effort to effectively

1. implement new customers,
2. train new users,
3. provide continual product support, and
4. recommend best practices for product integration and usage.

It is expected that this will be a very dynamic role with strong potential of upward mobility in our growing organization. 

What does a Customer Success Specialist do?

Responsibilities:

• Own overall relationship with assigned customers which includes; managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
• Maintain and develop customer success procedures and best practices.
• Support VP of Customer Success on development of Customer Success materials.
• Support VP of Sales with pre-sales engineering and advanced system configurations.
• Work closely with Director of Support to maintain strong insight of software updates.
• Work closely with Director of Support to ensure ample and effective customer support documentation and video required for effective customer integration and growth.
• Communicate effectively with customer senior-level management to understand customer needs to maximize customer retention and growth.
• Ensure that all support practices are carried out in a professional and ethical manner to maintain the company’s reputation as a high quality solutions provider.
• Maintain existing Customer Success metrics and data as directed.

Qualifications:

• Bachelor’s Degree with 1-3 years experience in communications, marketing, sales, account management, customer success, or other roles with demonstrated ability to increase customer satisfaction, adoption, and retention.
• Strong strategic planning and project management skills with a demonstrated ability to prioritize time and tasks quickly and effectively.
• Impeccable oral and written communication skills that demonstrates: 1) active listening, 2) usage of open-ended questions, and 3) collaborates effectively with anyone.
• Strong team player, self-starter, and thrives in a multi-tasking environment who can quickly adjust priorities.
• You're a driven and motivated person, eager to learn, and a desire to serve customers and create win-win partnerships.

If you wish to use the content provided to make a functional job description, than you normally also need to includes relevant job details of the physical requirements, as well as certain movements that workers may encounter while on the job. This Customer Success Specialist Job Description template is fully editable and printable and can be used in Google Docs, MS Word or Pages format. Get this downloadable file now and customize it according to your needs.