Customer Success Representative

Job Description

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and / or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues / concerns; coordinate with appropriate internal departments to provide responses and / or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support

Skills you'll need

What you'll get