Customer Success Specialist

Job Overview

The primary role of the Customer Success Specialist is to support the Customer Success Manager in driving user adoption of Pinnacle Series within the customer organization.

Responsibilities

• Build strong relationships with customers
• Work closely with your Customer Success and Project Management counterparts
• Assist with day-to-day account management under direction from the Customer Success Manager
• Schedule and coordinate customer meetings for Customer Success Managers and Project Managers
• Attend customer meetings and document interactions
• Coordinate forward looking tasks for both customers and internal resources
• Send follow-up communication to customers
• Gather and share appropriate materials with customers
• Document and log customer issues and requests
• Assist with new customer account setup
• Maintain detailed account records/notes in CSM system (Gainsight)
• Maintain continuous and clear communication between customers and internal team

Requirements

• Relevant Bachelor’s degree; preference for Business, Organizational Development, Project Management or related degree
• Ability to manage multiple customers
• Excellent presentation skills
• Attention to detail
• Ability to multi-task, prioritize and manage time effectively
• Strong communication skills including the ability to work with all levels of an organization
• Eagerness to learn and grow within the Customer Success or Project Management profession
• Flexible Hours –expect calls and remote meetings early mornings and/or late evenings