Job Description

We are looking for a dynamic Customer Success Specialist to help us onboard customers and retain our core customer base. In this role, you will work directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

To be successful as a Customer Success Specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist can improve sales by creating lasting bonds with customers.

If hired, you will be joining the founding customer success team at one of Phoenix's fastest-growing tech startups. In this role, you will work to ensure customers start their experience with success. You'll perform walk-throughs, tech support, and metrics to ensure every customer finds value in using VIVAHR. You'll be working with small and medium-sized companies.

In this role you must feel comfortable joining Zoom meetings to work directly with customers in their experience with VIVAHR. Oftentimes we are consulting and advising customers on the best way to attract new candidates for their open roles. 

Customer Success Specialist Responsibilities:

• Analyzing customer behavior.
• Gathering information about customer complaints.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.
• Establish credibility and relationships with new and prospective customers
• Managing tickets of customer service requests
• Become an expert on hiring needs and pain points
• Report to the CEO of your KPIs weekly and monthly
• Perform online and live demonstrations of the software and services
• Help build the overall culture and brand value of VIVAHR by collaborating with our internal team and continuously looking for innovative ways to grow the company.
• Support customers through various communication channels

Customer Success Specialist Requirements:

• Bachelor's degree in sales, marketing, or related field.
• 2+ years experience in a similar role is preferred
• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.

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