Client Success Specialist

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Manage inbound support requests submitted through the Helpdesk system.

• Assess support issues and collaborate with technical teams for resolution.

• Establish and nurture strong client relationships as the main point of contact.

• Articulate the value and advantages of design, development, and hosting services.

• Evaluate potential application defects, documenting and sharing findings with the Product Development team.

• Deliver client training and educational materials.

• Resolve client inquiries by coordinating with technical support and development teams.

• Collect client feedback and relay insights to the product development and sales teams.

• Identify opportunities for upselling and cross-selling, collaborating with sales to enhance revenue.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• A two-year college degree or specialized training in business, human resources, IT, or a related field is preferred.

• Generally, 3–5 years of pertinent experience in customer success or account management roles.

• Excellent interpersonal and communication abilities.

• Strong problem-solving capabilities.

• Proficient project management skills, including the ability to handle multiple support cases simultaneously.

• Capacity to collaborate with sales, technical support, and product development teams effectively.

• Knowledgeable in methods for measuring client support and success, as well as identifying areas for enhancement.

• Exceptional written and verbal communication skills.

• Familiarity with technical support triage processes.

• Understanding of quality assurance practices.

• Proficiency with CMS platforms, such as WordPress.

• Knowledge of domains and DNS.

• Awareness of SSL/TLS certificates.

• Understanding of hosting environments, uptime and SLAs, backups, and migration processes.

• Occasional travel may be necessary to support clients or participate in company events.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Life insurance.

• HSA and FSA options available.

• Opt-out credit for waiving health insurance coverage.

• 401(k) plan featuring a 5% company contribution.

• Vacation, volunteer time, parental leave, and holiday benefits.

• Floating holidays.

• Discretionary year-end bonuses.

• Annual merit increases based on performance.

• Flexible remote and hybrid work options.

• Continuous learning and development opportunities.

• Wellness programs.

• Pet insurance.

• Discounts for team members.

• Opportunities to engage, connect, and create a positive impact.