Job Description

Customer Success Specialist

The Customer Success Specialist at Zoomph will play a key role in ensuring our clients receive exceptional support and service. This role involves providing frontline support to clients, managing support tickets, and collaborating closely with the Account Management and Product teams to resolve issues efficiently. The Customer Success Specialist will be responsible for addressing client inquiries, troubleshooting technical issues, and maintaining a high standard of customer satisfaction. This position is ideal for someone with strong communication skills, a problem-solving mindset, and a passion for delivering excellent customer service.

Major Responsibilities:

Advanced Client Support and Technical Issue Resolution:

• Provide expert-level support to clients by identifying and resolving complex technical issues, performing in-depth troubleshooting, and creating and delivering tailored solutions.
• Create and develop customized responses and perform advanced platform configurations for specific client use cases, ensuring precise alignment with customer needs.
• Collaborate with the Accounts team to lead and develop initiatives for providing in-depth platform insights through custom reports, data exports and data analysis for key accounts, as requested by the Account team.

Cross-functional Task Management and Collaboration:

• Collaborate with Account Management, Product, and Engineering to streamline the resolution of high-impact issues.
• Participate in strategic planning sessions to prioritize product improvements based on data analysis from recurring customer feedback, collaborating with the Product Team, Account team and other stakeholders to proactively address and mitigate potential issues.
• Mentor and train team members and act as a point of escalation for complex client issues, ensuring that support standards are maintained across the team.

Client Education:

• Lead and develop the creation and continuous improvement of support documentation, including FAQs, guides, and video tutorials, to empower clients in using Zoomph's platform effectively and efficiently.
• Conduct client calls, onboarding sessions, providing personalized guidance to help clients leverage Zoomph's features for maximum benefit in partnership with account management
• Actively solicits client feedback, tracking insights and sharing data with internal stakeholders to influence product development, refine support strategies, and promote customer success initiatives.

Process Development & Improvements:

• Lead process improvement projects aimed at increasing support efficiency and customer satisfaction, including the automation of repetitive tasks and refinement of escalation protocols.
• Monitor and analyze support metrics and KPIs, identifying trends and providing actionable insights for improving team performance and optimizing client interactions.
• Stays abreast on industry standards and best practices, implementing new strategies and tools to enhance the customer support function.

Qualifications:

• BS Degree or equivalent experience
• Experience: 1-3 years of experience in a customer support role within a SaaS or technology-driven environment, with demonstrated success in handling complex technical issues and managing customer relationships.
• Technical Proficiency: Advanced proficiency with CRM and support ticketing systems (e.g., Hubspot), as well as familiarity with Excel, XML, JSON or similar data query languages to extract and analyze customer data.
• Analytical Skills: Strong problem-solving abilities with a data-driven approach to identifying, tracking, and resolving customer issues efficiently.
• Leadership & Communication: Excellent verbal and written communication skills, with experience leading client-facing projects and training sessions.
• Process Optimization: Proven ability to evaluate and optimize workflows, implement process improvements, and contribute to team efficiency and performance goals.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We are authorized to hire in the following states:

Arizona, California, Connecticut, Illinois, Maryland, Massachusetts, Missouri, New York, North Carolina, South Carolina, Tennessee, Texas, and Virginia.

Zoomph EEO Statement:

"We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and applicant feel welcome. Zoomph is committed to providing a workplace free from discrimination or harassment. We expect every member of the Zoomph community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Decisions related to hiring, compensation, training, evaluating performance, or termination are made fairly, and we provide equal employment opportunities to all qualified candidates and employees and prohibit all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law."

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