Customer Success Specialist, Logis Dispatch

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

📋 Description

• Oversee a portfolio of Logis Dispatch accounts, ensuring account health, maintaining regular communication with customers, and documenting account notes.

• Recognize potential risks such as decreased usage, recurring support tickets, or changes in leadership, and take necessary actions or escalate to the Customer Success Manager (CSM).

• Provide valuable customer insights to support renewal and expansion discussions with CSMs and Sales teams.

• Conduct brief, targeted customer engagements, including adoption initiatives, workflow assessments, refresher training, and configuration clean-up.

• Step in for accounts when a CSM is unavailable or when a customer requires extra attention.

• Exhibit best practices and suggest enhancements to configurations and workflows.

• Assist supervisors and leadership in utilizing data to evaluate center performance.

• Take ownership of customer technical issues until resolution, collaborating with Customer Care, Integration Engineering, and Implementation teams.

• Accurately reproduce and document issues, keeping customers updated throughout the resolution process.

• Log time in real time by customer and type of work performed.

• Achieve success metrics encompassing account health, engagement completion, technical resolution timing, customer satisfaction (CSAT), product usage, and maintaining complete time logs.

⛳️ Requirements

• Experience or familiarity with dispatch operations and dispatch environments.

• Capability to develop in-depth product knowledge in Logis Dispatch.

• Ability to observe CSMs during account reviews and Customer Care analysts during ticket handling.

• Proficiency in managing customer relationships and ensuring account health.

• Skill in identifying account-related risks and escalating them to the respective CSM.

• Competence in leading adoption initiatives, conducting workflow assessments, refresher training, and performing configuration clean-ups.

• Aptitude for recommending changes to configurations and workflows.

• Skill in accurately reproducing and documenting technical issues.

• Ability to collaborate effectively with Customer Care, Integration Engineering, Implementation, CSMs, and Sales.

• Successful completion of a background check is required for employment.

🏝️ Benefits

• Competitive health plans including medical, dental, and vision insurance.

• Paid Time Off (PTO) starting at 20 days, in addition to 12 company holidays.

• 401(k) plan with company matching contributions.

• Telemedicine services provided by ESO.

• Flexible spending accounts (FSA), health savings accounts (HSA), and dependent care accounts (DCA).

• Employee Assistance Program (EAP).

• Annual reimbursement for health and wellness expenses.

• Comprehensive benefits including life insurance, disability insurance, and additional worksite benefits.

• Paid parental leave, a new child program, and flexible options for parental return-to-work.

• Casual office environment with unlimited snacks and beverages available.