Customer Success

Customer Facing:

Owning the customer life-cycle, from onboarding to renewal and handling renewals and collaborating on spelling, and reviewing customers' processes to ensure value from our solution and identifying expansion opportunities, and preventing churn

Follow-up on customer onboarding for a smooth start and conduct continuous product training

Product Management:

Advocate for customer needs cross-departmentally and maintain an in-depth understanding of the platform

Troubleshoot account errors and report via Jira and record feature requests via Trello

Analyze account data to maximize platform usage

Administrative:

Ensure Customer Success Specialists handle daily support tasks to provide coverage for all supported geographies

Assign CSS to make phone calls and assist customers

Create and maintain productivity and attendance trackers and reports

Manage time-tracking for payroll

Complete CEO-assigned tasks