Customer Success Representative II

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

📋 Description

• Serve as the trusted advisor for customers throughout the post-sales lifecycle.

• Offer guidance, support, and resources to assist clients in achieving their business objectives.

• Oversee the renewals and calculations of Support Plans.

• Monitor metrics and manage customer tickets effectively.

• Facilitate communication between Customer Success and Support Services regarding Support Plans.

• Educate clients on the options and benefits of Support Plans.

• Create quotes for new and renewing Support Plans.

• Conduct outreach to customers via email and phone for renewal follow-ups.

• Utilize product expertise, problem-solving skills, and training to enhance customer interactions.

• Implement strategies and processes aimed at improving customer satisfaction and retention.

• Collaborate with internal teams to access resources and solutions for clients.

• Gather and relay customer feedback while identifying their needs, ideas, and challenges.

• Address customer issues and complaints with professionalism and empathy.

• Keep precise records of customer interactions, feedback, and support ticket activities in CRM or other tools.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is preferred but not mandatory.

• At least 2 years of experience in customer service, sales, or a customer-facing position.

• Familiarity with CRM systems, Zendesk, and/or HubSpot is preferred.

• Excellent interpersonal skills with the ability to build rapport and trust with clients.

• Strong problem-solving skills and a proactive approach to addressing customer needs and challenges.

• Patience when dealing with customer inquiries or complaints.

• Organizational skills with the ability to juggle multiple tasks and priorities simultaneously.

• Must reside within the United States.

• Must be legally authorized to work in the United States.

• Employment visa sponsorship is not required.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance fully covered for employees.

• Paid holidays, vacation days, and sick leave.

• 401(k) plan with company matching contributions.

• Complimentary snacks and beverages available at headquarters.

• Access to recreational facilities including a pool, table tennis, shuffleboard, and foosball at headquarters.

• Opportunity to explore an adjacent nature reserve for on-site employees.

• Time allocated for professional development.

• Participation in company and team activities.

• A flexible work culture promoting work-life balance.