Customer Success Consultant

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Oversee Salesforce service queues and prioritize customer requests according to urgency and business significance.

• Take ownership of customer issues from the start to the resolution, ensuring timely communication throughout the process.

• Act as the main point of contact for designated customers and manage complex escalations.

• Collaborate with internal departments to eliminate obstacles and drive successful outcomes.

• Lead onboarding, implementation, account maintenance, and program support initiatives.

• Conduct business reviews and presentations for customer stakeholders, including executive leadership.

• Investigate customer needs and pinpoint opportunities for enhancing processes and service delivery.

• Provide support for customer ordering platforms such as Ariba, PeopleSoft, and Coupa.

• Analyze the root causes of issues and implement solutions to prevent future occurrences.

• Leverage AI-enabled tools and workflow automation to enhance efficiency and service quality.

⛳️ Requirements

• High School Diploma or GED.

• 2 to 5 years of professional experience.

• At least 2 years of experience in a customer-facing role.

• Minimum of 2 years of experience with Microsoft Office, including Excel, Word, PowerPoint, and Teams.

• Over 2 years of advanced Excel experience, utilizing pivot tables, VLOOKUP/XLOOKUP functions, and reporting tools.

• Strong skills in critical thinking, problem-solving, and conflict resolution.

• Exceptional communication and relationship-building skills.

• Capability to manage multiple priorities in a fast-paced environment.

• Keen attention to detail and excellent organizational abilities.

• Ability to work independently with minimal supervision.

• Business acumen and confidence in interacting with leaders at the Manager, Director, and VP levels.

• Advanced presentation skills in virtual customer interactions.

• Experience in using data to inform decisions and recommendations.

• Dedication to providing an outstanding customer experience.

🏝️ Benefits

• Inclusive culture with associate-led Business Resource Groups.

• Flexible PTO (22 days).

• Holiday Schedule (7 observed paid holidays).

• Online and Retail Discounts.

• Company Match 401(k).

• Physical and Mental Health Wellness programs.

• Potential eligibility for bonuses or other forms of variable compensation.