Customer Success Specialist in CleverStaff

Impactable is searching for a Customer Success Specialist to join our Product division - DemandSense. You will play a vital role in ensuring customer satisfaction and success. As a Customer Success Specialist, you will serve as the initial point of contact for clients, providing timely assistance and resolving technical issues. Your responsibilities will include handling support cases, analyzing user feedback, and collaborating with cross-functional teams to enhance product knowledge and user experience. Experience in SaaS companies is a plus. If you thrive in a dynamic environment and are committed to delivering top-notch support, we want to hear from you!

Required Skills:

• 2+ years experience in customer success, customer support, product support, account management, consulting or related field;
• English verbal and written B2-C1 is a must (our core market is the USA);
• Experience working for a SaaS/product company;
• Strong analytical and problem-solving skills;
• You are comfortable in a startup environment where processes may change and new ideas are encouraged;
• Proactive approach to anticipate customer needs and identify opportunities to add value.

Desired Skills / Education / Knowledge:

• Experience with session recording tools (Hotjar, Smartlook, Fullstory, etc);
• Experience working with CRMs, email outreach platforms, and analytics tools;
• Experience with creating educational content in a format of educational center materials, blog articles, internal guides, etc.
• Sales aptitude or sales experience

Key Responsibilities include, but are not limited to:

• Act as an initial and escalation point of contact for clients, handling support cases via ticket and email submission
• Collecting, understanding, and analyzing user feedback
• Help with onboarding new customers
• Suggestive selling; recommend features, functions and solutions that would benefit the customer when appropriate and coordinate with sales or account services to activate them
• Manage the product knowledge base
• Communicate any trends in customer communication or behavior to other departments.
• Analyzing users’ session recordings to identify the unintuitive UX flows and suggest changes;
• Deliver product updates to customers;
• DemandSense usage reporting; churn management and customer retention metrics tracking.

Client Interaction and Support:

• Act as an initial and escalation point of contact for clients, handling support cases via ticket and email submission.
• Help with onboarding new customers.
• Facilitate product demos and training sessions for clients and internal team members
• Monitor customer usage and proactively offer upgraded access for purchase if appropriate
• Coordinate with other teams to resolve complex client issues.

Feedback Management:

• Collecting, understanding, and analyzing user feedback.
• Analyzing users’ session recordings to identify the unintuitive UX flows and suggest changes.
• Proactively seek feedback from clients through surveys or interviews.
• Monitor and track feedback trends over time to inform product development decisions.
• Share actionable insights from feedback analysis with relevant stakeholders.

Customer Success and Performance Metrics :

• Monitor and analyze customer satisfaction scores and feedback to identify areas for improvement.
• Track and report on key performance indicators (KPIs) such as churn rate, customer retention rate, and net promoter score (NPS).
• Develop strategies to increase customer satisfaction and reduce churn.

Knowledge Base and Documentation Management:

• Manage the product knowledge base.
• Create and update support documentation, FAQs, and user guides.
• Develop training materials for internal and customer-facing uses

High-Level Measurements of Success:

• Successfully solve customer issues and answer questions promptly & accurately;
• Maintaining high engagement and satisfaction with educational materials;
• Deep understanding of the product and its features;
• Churn rate management. Success is indicated by a steady reduction in churn rate over time, reflecting improved customer retention and loyalty.