Job Description

Customer Success Specialist

AlignStrategic.com, a leader in lower-mid-market business growth products and solutions in North America, is looking for a customer success specialist. You'll be part of a distributed team working with customers on a suite of products that help our business owner clients and their teams grow and operate their businesses more profitably and easily.

You will actively manage a group of customers on their journey from implementation onward and support the sales team's efforts to win new and renewal customers.

AlignStrategic.com's Customer Success Specialists wield proven technical expertise, building deep relationships and translating significant, complicated customer needs into straightforward, measurable solutions.

In this role, you should expect these responsibilities to be part of your day-to-day schedule:

• Drive expansion and adoption of our software and services.
• Manage the onboarding process for each new customer from technical evaluation onward.
• Assist the sales team in driving and managing new and renewal business.
• Provide critical insights to the product team as a means to improve our offerings.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Educate champions and their teams on the value of our products, and help uncover use cases before they become emergencies.
• Build relationships with executive decision-makers.
• Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle.
• Guide new customers through a systematic onboarding process to facilitate making decisions around their needs and goals.
• Contribute to initiatives outside of customer conversations that better the customer experience, both low-touch and high-touch.
• Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.

Our ideal Customer Success Specialist must possess:

• Minimum 3 years in sales/customer experience management.
• Scrappy mentality — we wear many hats and are willing to get our hands dirty.
• Technical curiosity or experience — we're a specialized product for technical teams.
• Proven ability to educate executive decision-makers, building and maintaining relationships with them.
• Proven track record of expansion and product adoption within your book of business.
• Excellent creative and critical thinking skills — we have to be preemptive.
• Strong communication and presentation skills—Much of our day-to-day work involves selling and presenting solutions to customers.
• Adaptable nature and the willingness and ability to shift strategies on a dime to meet the needs of our customers.
• Proven ability to manage multiple complex customer journeys at once.

Nice to haves:

• Lead generation knowledge and experience.
• Experience managing accounts for a product that solves complex problems across several business units.
• Experience working with SaaS products.
• Enterprise account management experience.

You must be a highly motivated self-starter, a goal-oriented high performer, and work well without supervision and as part of a team.

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