Offer summary

Qualifications:

Experience in customer support or account management., Strong organizational and communication skills., Proficiency with CRM, Google Workspace, and Microsoft Office., Familiarity with data analysis tools like Tableau is a plus..

Key responsibilities:

Conduct proactive client outreach to ensure platform functionality.

Manage communications and support for lower-tier accounts.

Assist with onboarding new clients and support onboarding activities.

Support CSMs in account activities and client engagement tracking.

Job description

Job Title: Customer Success Specialist (CSS)

Role: Full Time, 40 hours per week, Fully Remote

Job Overview:

We are seeking a proactive and customerfocused Customer Success Specialist (CSS) to join our remote team in supporting our Customer Success Managers (CSMs) and enhancing the experience of our clients on our platform. The CSS will play a vital role in daytoday account management, client communications, and overall customer satisfaction for lowtouch and midtier clients. This position is wellsuited for someone with a keen eye for detail, exceptional communication skills, and a strong drive to help clients succeed.

Responsibilities:

● Customer Outreach: Conduct proactive outreach across a diverse client portfolio to ensure clients are fully functional on our platform. Gather Voice of Customer insights for future product updates.

● Account Management & Support: Independently manage communications and account needs for lowertier and less complex accounts, ensuring each client feels supported and fully operational on the platform.

● Onboarding Support: Support onboarding for new clients, which includes account setup, delivering introductory training, and addressing initial troubleshooting inquiries. Over time, handle enduser onboarding independently, allowing CSMs to focus on executive stakeholders.

● Account Support Assistance: Collaborate with CSMs to support daytoday account activities such as user outreach, growing share of wallet, capturing client feedback for platform improvements, and addressing client needs by directing them to the appropriate support channel (e.g., Member Services, training resources, CSM escalation).

● Customer Engagement Tracking: Monitor platform usage to identify any issues or improvement opportunities, working closely with CSMs to address these and promote client engagement.

● Presentation Preparation: Assist in creating quarterly business review (QBR) presentations for CSMs by developing Google SlidePowerPoint decks, highlighting client healthengagement scores, emerging trends, and the value clients gain from our platform.

● Client Support: Serve as an initial point of contact for client inquiries, escalating complex issues to CSMs or other teams as necessary to ensure timely and effective resolution.

● Sales Assistance: Identify potential sales leads through client interactions, supporting sales initiatives by identifying affiliate outreach and other strategies.

Qualifications:

● Proven experience in customer support, account management, or a similar role

● Strong organizational skills with a detailoriented approach

● Excellent communication and interpersonal skills, especially for remote interaction with

diverse clients

● Proficiency with CRM software and Google Workspace, and Microsoft Office.

● Familiarity with data analysis tools (e.g., Tableau) is a plus

● Ability to work collaboratively in a remote, teamoriented environment across time zones

Required profile