Customer Success Specialist

Summary

We’re looking for someone who’s not only interested in their own success, but also in the success of others. As a Customer Success Specialist, your focus will be to increase customer adoption of our SaaS platforms, driving retention, and mitigating churn. You’ll aid in ensuring that customers are meeting their desired outcomes while using our products. You’re passionate about engaging and helping people. You respect our customers. You have impeccable relational and communication skills. You collaborate well with all parties that you work with – whether it’s with our internal engineers and sales team or with our customers – and strive to create win/win situations for everyone…and you have fun doing so! From onboarding to mature client relationships, your dedication to our customers will yield growth – both for them and for our company. This position is based at our HQ in Pasadena, CA.

Responsibilities
  • Facilitate new customer onboarding and trainings
  • Conduct proactive customer engagement and promote product usage on a regular basis
  • Maintain high-quality business relationships with multiple accounts in various stages
  • Cultivate customer relationships by increasing adoption, ensuring retention, and reducing churn
  • Nurture customers for advocacy during the onboarding process and foster their success with our SaaS product
  • Continuously engage with customers through various channels to re-establish value in our product
  • Actively search for, identify, and develop upsell opportunities
  • Advocate customer needs and issues cross-departmentally
  • Volunteer suggestions for process or documentation improvement
Requirements
  • Bachelor’s Degree
  • 2+ years experience in SaaS Customer Success
  • Previous experience with problem solving in a customer-facing environment
  • Desire to learn new customer communications best practices
  • Passion for consulting and tactical empathy to apply and present complex solutions effectively
  • Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
  • Professional, courteous attitude, reflecting our commitment to customer success
  • Able to be both a strong team player and a driven self-starter
  • Attentive to details, analytical, and quick to learn (especially new technology)
  • Thrives under pressure in a multi-tasking, fast-paced environment with minimal supervision
  • Proficient in Microsoft Office
  • Experience working in Salesforce.com
Preferred Skills
  • Experience working with Engineering teams, Sales, and Product Managers
  • Experience with electronics industry, sourcing, and supply chain concepts
  • Equivalent history of increasing customer satisfaction, adoption, and retention
  • Knowledge and experience in other marketing and customer communication tools and platforms
Benefits
  • Competitive salary and bonus program in an entrepreneurial environment
  • Top notch health, dental, and vision insurance
  • Stock options in a fast growing tech company
  • 401k plan with matching contribution
  • Generous paid time off plan plus paid holidays
  • Frequent company sponsored lunches, fun events, and plenty of snacks and drinks
  • Supplyframe is an equal opportunity employer LGBTQ+ and BIPOC friendly
Interested?