Customer Success Specialist – MerusCase

As a Customer Success Specialist, you are responsible for communicating with clients to answer questions, drive product adoption, and share best practices. You will also be in charge of implementing growth and optimization strategies to drive maximum value and success with new and existing customers.

In this role, you will:

• Become a SME and offer personalized service to show the value of the product for long term use with your portfolio of clients.
• Responsible for the management of a portfolio of clients to foster long-term business relationships.
• Responsible for onboarding & trainings customers on how to utilize the software and consult clients on how the system can be used to increase efficiency in their day to day.
• Responding to high level customer inquiries as quickly and accurately as possible via email or phone.
• Work collaboratively with other departments to resolve issues and deliver great customer experiences.
• Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
• Work collaboratively with Sales to ensure a smooth client transition
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience
• Improve client satisfaction and retention
• Other duties as assigned

Qualifications

• 2+ years of experience in Customer Success/Customer Service
• 2+ years SaaS environment experience
• Experience in a client-facing, support or technical role
• Experience leading initiatives and succeeding in a team environment
• High-growth or early-stage startup experience
• Knowledge in the legal industry advantageous
• Knowledge with SalesForce, Intercom/Zendesk, JIRA, G Suite

Who is the ideal candidate?

• Must be patient, empathetic, and have great communication skills
• Self-started and resourceful
• Data driven individual
• Strong interpersonal skills to work collaboratively with different departments
• Comfortable with technology and learning new software
• Ability to handle escalated customer issues
• Self-motivated, diligent, and can inspire others
• Excellent verbal and written communication skills
• Organized, detail oriented, and able to manage multiple tasks
• Must be personable and enjoy working in a client-facing role
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical