Customer Success Specialist

This is a fully remote position, open to applicants in Alaska, +2 more states.

📋 Description

• Respond to incoming customer calls and inquiries related to account management, product utilization, service modifications, and growth opportunities.

• Cultivate a comprehensive understanding of each customer’s operations, objectives, and existing solutions to offer insightful and pertinent advice.

• Directly address straightforward account and sales inquiries; facilitate seamless transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as necessary.

• Suggest relevant upgrades, add-ons, and services that align with customer requirements and enhance overall value.

• Promote customer adoption and success by emphasizing best practices, available services, and subsequent actions.

• Accurately process and submit orders utilizing pricing tools, product documentation, and internal systems.

• Collaborate across departments including Sales, Success, Support, Finance, and Product teams to efficiently resolve customer issues.

• Achieve or surpass established productivity, quality, and customer satisfaction benchmarks.

• Offer internal feedback and suggestions based on recurring customer insights and patterns.

• Engage in team initiatives, documentation enhancements, and process improvements as assigned.

• Participate in projects and additional company efforts as required.

• Provide support for Customer Success Managers as needed.

⛳️ Requirements

• 1–3 years of experience in a customer-facing position such as Customer Success, Sales Support, Account Management, or Technical Support.

• Ability to manage a high-volume inbound interaction environment (calls, tickets, or chats) with ease.

• Strong customer-focused mindset with the capability to handle inquiries, requests, and escalations in a calm and professional manner.

• Technical proficiency and the capability to learn and communicate software, cloud, and managed service offerings.

• Experience or familiarity with Intuit products (e.g., QuickBooks), Microsoft 365, or managed IT/security services is preferred.

• Skill in identifying customer needs, discovering growth opportunities, and recommending suitable solutions.

🏝️ Benefits

• Company-funded short and long-term disability insurance.

• Life insurance coverage.

• Generous 401K matching program.

• Highly affordable medical insurance options.

• Dental insurance coverage.

• Vision insurance coverage.

• Flexible paid time off.

• Multiple paid holidays.

• Paid time off for volunteering activities.