Customer Success Specialist
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Job Description
Product Specialist managing client product support and issue resolution for an AI platform. Guiding clients through onboarding and training on the platform.
Responsibilities:
- Serve as primary contact for client product questions and issues
- Troubleshoot platform issues and coordinate with development for resolution
- Diagnose scenario performance problems and recommend fixes
- Document and escalate bugs or feature requests to the product team
- Maintain knowledge base of common issues and solutions
- Manage personalization scenarios across all Finalytics clients daily
- Configure, launch, and monitor campaigns within the platform
- QA scenarios before launch to ensure targeting, content, and tracking are correct
- Analyze scenario performance and recommend optimizations
- Identify underperforming campaigns and propose improvements
- Maintain scenario documentation and client-specific configurations
- Guide new clients through post-kickoff onboarding process
- Train client teams on the Finalytics platform
- Coordinate data integration setup with client IT teams
- Work directly with clients to understand goals and customize configurations
- Conduct refresher training sessions as client teams evolve
- Create and maintain client-facing training materials
- Train new team members on the Finalytics platform and processes
- Create and maintain internal documentation and playbooks
- Serve as platform expert for internal teams
- Identify process improvements and help implement them
Requirements:
- 1-3 years in client-facing roles: product support, customer success, implementation, or campaign management
- Strong troubleshooting skills
- Excellent communication skills
- Highly organized with strong attention to detail
- Comfortable learning and navigating technical platforms quickly
- Analytical mindset
- Patient and helpful when training clients or resolving issues
- Experience with marketing automation, CMS, or personalization tools a plus
- Self-motivated and able to manage multiple clients and priorities independently
- Experience in financial services or credit unions is a plus but not required
- Bachelor's degree or equivalent experience
Benefits:
- Competitive salary ($60,000 - $80,000 based on experience)
- Remote-first culture
- Opportunity to grow with a scaling fintech company
- Direct impact on client success and company growth
- Collaborative, low-ego team environment
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