Customer Success Specialist

TITLE: Customer Support Specialist

DEPARTMENT: Customer Service Department

REPORTS TO: Operations Department & Marketing and Sales Department

POSITION OVERVIEW:

The Customer Success Specialist will develop and maintain long-term business relationships by serving as an internal advocate and client liaison beginning from on-boarding, deployment and training, helping to guarantee project/client success, and renewals. Will proactively engage with each client to help them understand the full range of offerings and maximize the value. Works creatively to ensure renewals, up-sell and drive long term Customer Success and satisfaction. The ideal candidate is tech-savvy with the ability to learn and understand software quickly; has an analytical mind; and is an excellent writer and communicator with a happy and friendly demeanor and positive goal-oriented attitude.

JOB RESPONSIBILITIES:

• Uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations regarding Ardian’s products and operation.
• Support ongoing operational needs that implement project specific requirements and strategies for their customer service support.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Consistently track client interactions and provide regular reports to team members and leadership to identify bugs and specify, outline, and advocate for improvements based on customer feedback.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop Customer Success strategies and best practices, as well as customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs and maximize retention and growth.
• Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst sales, marketing, and operations teams.
• Maintain existing Customer Success metrics and data as directed
• Work with marketing and programmers to develop easy to understand training materials and provide training and assistance to clients

SKILLS:

• Passion for working on a small, dedicated, and determined team driven to grow revenue and improve product offerings
• SaaS account management and support experience a plus
• Bachelor’s degree from an accredited College or University (work experience may be considered in lieu of a degree)
• 2+ years of work experience, preferably in customer service
• Proven track record of successfully building and nurturing multi-level client relationships
• Ability to learn software quickly and transfer that knowledge to others in an understandable way
• Excellent leadership, organizational, analytical, project management, consultative and time management skills
• Well spoken, driven, caring individual with strong written and oral presentation skills, as well as active listening
• Has an understanding of Microsoft 365 applications

BENEFITS:

• Health Insurance
• Dental Insurance
• 401(K)
• Comprehensive PTO Package
• Paid Company Holidays

Project timelines can be from one week to several months depending on the size and scope of the event, and ranges in different industries from entertainment, sports & government. Travel may be required for some events. You will need to have a valid passport/ID or work visa for acceptance of work. Due to the nature of our work and necessary compliance standards, we require that any employee of The Ardian Group is a U.S. Citizen.

*Please be aware all of our employees have to undergo a mandatory complete background check to remain compliant with our government requirements.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Upper Chichester, PA 19061