Customer Success Specialist
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Job Description
Customer Success Specialist onboarding clients for smart building software and hardware solutions. Guiding new customers through platform adoption and ensuring satisfaction with product features.
Responsibilities:
- Guide new customers through the onboarding process from kickoff to successful platform adoption.
- Conduct onboarding calls, product walkthroughs, and training sessions
- Help customers become proficient in configuring the platform based on their goals and use cases.
- Act as the primary contact for onboarding-related questions and support.
- Track onboarding progress and customer engagement in CRM or customer success tools.
- Identify potential risks to successful adoption and proactively address them
- Collect customer feedback and share insights with Product and Customer Success leadership.
- Collaborate with Sales for smooth handoffs and accurate expectation setting
- Create or maintain onboarding documentation, guides, and training resources
- Manage a book of pre-existing 1VALET clients, facilitating any upselling, renewals, and cross-selling.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Align customer experience strategies with marketing initiatives, ensure customers are always informed about new product features and functionalities.
Requirements:
- Degree or diploma in Business Administration, marketing, sales, computer science, or any other relevant area of study.
- 3+ years of experience in a Customer Success or Account Management role
- Experience as a property manager or in a software company operating on a related field (property technology, access control or security)
- Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software
Benefits:
- A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment
- Work with an incredible product - there is true belief across our team that we have the best product on the market
- Trust and flexibility - work from home and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
- Competitive compensation structure and 100% employer-paid benefits
- Extra perks: employee stock option packages, employer-paid benefits, 10-day holiday office shutdown each December, and support for professional growth.
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