WHAT DOES A CUSTOMER SUCCESS SPECIALIST DO?
Published: September 20, 2024 - The Customer Success Specialist maintains expert knowledge of all goTenna products, advising customers on best practices and managing the Zendesk and Salesforce CRM systems. This role involves detailed communication through email, chat, and phone, as well as conducting monthly Product Support VOC meetings and training via video conferencing. This position also monitors the Mesh Community, tracks and responds to reviews across multiple platforms, collaborates with cross-functional teams to identify customer trends, and generates quarterly support reports.
A Review of Professional Skills and Functions for Customer Success Specialist
1. Customer Success Specialist Duties
- Customer Relationship Management: Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Proactive Strategy Development: Provide proactive communication regarding order status, handle warranty cases, and manage rush requests for assigned customer accounts.
- Customer Value Optimization: Work with customers to ensure they are leveraging services effectively and finding value in them.
- Customer Onboarding: Onboard all new customers and assist them with design reviews for 3D printed insoles, offering proactive clinical support.
- Cross-Functional Collaboration: Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer issues.
- Customer Advocacy: Be a customer advocate by capturing feedback and reporting requests to Product Management and Development.
- Opportunity Identification: Identify opportunities for business growth within the client portfolio.
- Sales Communication: Inform sales regarding opportunities to expand the business.
- Time Management: Efficiently manage time to focus on essential activities that ensure customer satisfaction, account renewal, and account growth.
- Best Practices Development: Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of processes.
- Account Retention Management: Maintain a revenue base by managing account retention and renewal.
2. Customer Success Specialist Details
- Customer Education: Help and educate new customers on Orderchamp back-office functionality and performance expectations.
- Performance Management: Own, navigate, and manage the performance of brands on the Orderchamp platform using tools such as Zendesk, Mixpanel, Zoom, Pipedrive, Loom, etc.
- Integration Collaboration: Collaborate with the Tech Support team to address integration-related challenges impacting brand inventory and order cancellations, ensuring quality and efficiency.
- Sales Communication: Collaborate with the BPM (Sales team) and keep them informed about escalations or issues affecting brand relationships and performance.
- Platform Training: Continuously educate brands on using the platform and understanding performance expectations.
- Content Development: Create, maintain, and share guides and educational content with brands to facilitate the educational process and increase engagement and performance.
- Change Communication: Communicate updates and changes (e.g., new features released) to brands.
- Feedback Gathering: Gather brand feedback from all touchpoints and prepare actions for improvement.
- Order Management: Own the order management process.
- Cross-Functional Collaboration: Collaborate cross-functionally with other teams to drive brand success.
- Ticket Analysis: Review and analyze tickets with the Customer Support Manager to provide insights for strategic development.
- Technology Exploration: Explore new technologies and present ideas to the Customer Support Manager on potential areas for further exploration.
3. Customer Success Specialist Responsibilities
- Product Knowledge: Maintain an inherent, professional understanding of all goTenna products to quickly and effectively advise customers on best practices.
- Customer Focus: Attention to detail, patience, and compassion for the customer’s needs, ensuring consistent follow-through across tasks.
- CRM Management: Manage the Zendesk and Salesforce CRM infrastructure and conduct communications with customers through email, chat, and phone.
- Meeting Coordination: Prepare and run monthly Product Support VOC meetings.
- Training Delivery: Conduct video conferencing to train and assist both commercial and professional customers.
- Community Engagement: Monitor and engage with the Mesh Community to keep a finger on the pulse of the loyal B2C mesh community.
- Review Management: Track and respond to all reviews for goTenna Mesh on Shopify (gotenna.com), Amazon, Amazon CA, REI, and work with Marketing to drive positive review volume.
- B2B Support: Work closely with B2B customers and resellers to troubleshoot issues.
- Trend Analysis: Work closely with cross-functional teams to identify trends with customers to provide feedback to product and engineering.
- Product Inquiry Response: Promptly and professionally answer product questions from both consumer and institutional customers.
- Reporting: Track and generate support reports quarterly.
4. Customer Success Specialist Job Summary
- Product Expertise: Be a product expert and help to identify and resolve support issues as they arise.
- Value Communication: Deliver and communicate value throughout the customer lifecycle.
- Customized Solutions: Communicate thoughtful, customized solutions that help customers move forward and grow their business.
- Issue Diagnosis: Diagnose and troubleshoot product issues and engage with the development team using established processes.
- Customer Support: Provide exceptional customer support and maintain a sense of urgency to resolve and investigate issues.
- Process Improvement: Take initiative and an analytical approach to drive change, improve processes, and enhance the product.
- Engagement Initiatives: Get involved in the product communication process by delivering webinars to users regularly to drive engagement and adoption.
- Product Testing: Actively take part in the product testing/QA process.
- Integration Management: Manage key product integrations.
- Beta Testing: Work closely with Product and QA on beta testing product releases/enhancements.
- RMA Facilitation: Facilitate the RMA process as well as general internal support tickets (Jira) for hardware/software issues.
- Technical Support: Consider the opportunity to extend technical support during on-call hours while managing communications in a 24/7 application.
5. Customer Success Specialist Accountabilities
- Relationship Management: Develop and manage relationships with existing accounts.
- Query Handling: Handle inbound and outbound queries via phone, live chat, and email.
- Customer Listening: Listen to customers to understand their needs.
- Proactive Engagement: Engage proactively by taking the first step in understanding the customer and the issues they face.
- Value-Based Relationships: Foster value-based relationships, encouraging customers to share ideas and create solutions.
- Trust Building: Create a dynamic in which customers trust, rely on, and choose to do business with DEAR.
- Feedback Collection: Collect customer feedback through CSAT, CSE, or NPS.
- Experience Enhancement: Upgrade and create memorable customer experiences.
- Solution Development: Work with internal teams to develop solutions and proposals driven by customer requirements.
- Training Coordination: Collaborate with teams to arrange training, implementation, and support for customer growth.
- Retention Strategy: Conduct ongoing retention work to ensure customer satisfaction and identify upselling opportunities.
- Main Contact: Serve as the main point of contact for assigned accounts.
- Escalation Point: Act as the escalation point of contact and customer advocate.