Customer Success Specialist
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Job Description
Customer Success Specialist at GovSpend responsible for customer support and training via outreach. Aiming to enhance customer engagement and platform adoption in the public sector.
Responsibilities:
- Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s)
- Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage
- Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value
- Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests
- Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions
- Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements
- Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs
- Escalate appropriate retention efforts to their manager
- Participate in Root Cause Analysis including incident and problem management activities
- Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis
- Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results
- Dedicate yourself to becoming well-versed in the SLED and FED procurement processes
- Clearly and professionally communicate with customers
- Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency
Requirements:
- Bachelor’s degree preferred
- Proven work experience will be considered in lieu of a degree
- 1+ year of call center or support center experience
- Strong interpersonal, facilitation, listening, and relationship-building skills
- Thorough understanding of market research, data collection, and analysis
- Excellent verbal and strong communication skills
- Ability to prioritize and handle multiple requests concurrently
- Ability to problem-solve and bring a timely resolution to issues
- Ability to work independently and to be self-motivated based on pre-defined goals
Benefits:
- None specified
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