Customer Success Support Rep

The Customer Success Support role provides back-office, functional support to the CS professionals aligned to high-touch and medium-touch customer segments.

The Main Responsibilities

• Tier 2 CSS support plus projects
• Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.
• Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ticket research, bill audits, etc.
• Assists in implementing customer onboarding workflows and process with the focus of returning time to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate’s engagement strategies.
• Completes preliminary research, pricing, quoting, amendment generations for moves, adds, and change orders.
• Conducts renewal research, preliminary tasks enabling contract generation and readiness.
• Supports implementation of customer advocacy via feedback-close loop processes
• Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution.
• Escalates issues appropriately and knows when to pull in Sales, CS and other stakeholders to assist in resolving outstanding matters.
• Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities.
• Document events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved.

What We Look For in a Candidate

• 1+ years of work experience in a customer support role
• Fundamental understanding of the Customer Success methodology and best practices
• Strong written and verbal communication skills
• Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks
• Adept at finding answers on the spot and handling uncertainty
• Good working knowledge of Windows, SFDC and other web-based platforms
• Consistently ensures that business is always conducted with empathy and integrity
• Thougtful and trustworthy

This job is not available to applicants who will require visa sponsorship (examples: H-1B, L1, OPT, F-1, TN, etc.)

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$40,500 – $53,500 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$42,132 – $56,175 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$44,138 – $58,850 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.