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Customer Success Specialist - Hybrid (in-office and remote)

Company: Leading Reach
Location: Austin
Posted on: June 9, 2021

Job Description:

Description:We are actively seeking someone to join our unique Customer Success team. The candidate we are looking for is excellent at multi-tasking, has a passion for technology, and great customer service skills. This position will report to the VP of Operations and work closely with our Development and Sales Teams. This role is both the front line and foundation for creating and onboarding new accounts, calling customers to confirm information, handling tickets through our support platform as well as incoming customer calls, email & chat messages as well user trainings. That said, we are small tight knit team and everyone works together across departments so being flexible on job responsibilities and helping other team members as needed is critical.OverviewIn this full-time role, you will work with new and existing customers to ensure that they are wildly successful with LeadingReach and overcome any obstacles they may face daily. It is your responsibility alongside the Success teams that each customer succeeds in reaching their goals while building confidence in their use of the product. As both an expert on the product itself as well as the common challenges for implementing new technology in healthcare-you will be the front line when any question or problem arises.In this role, it is imperative to understand the customers needs and their use cases and know how to be a trusted partner so customers stay and grow with LeadingReach. You will manage numerous customer requests/tickets at different stages of the customer lifecycle with ease. If you love working with customers and enjoy solving technical issues, you are the person we are looking for.. Requirements:Provisioning new accounts & calling customers to confirm informationHandling support tickets and incoming customer support calls in a timely mannerMaintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific practice needsExtensive use of our CRM to maintain accurate activity, contact and account information of all customers and prospects while ensuring data quality and cleanlinessFunction as the voice of the customer and provide internal feedback on how LeadingReach can better serve our customersPotential for availability outside standard business hours (phone support)Web trainings for users and paid customersBe a team player who can work independently, think creatively, solve problems, and takes initiativeSkills & QualificationsBachelor s Degree preferred or work equivalent requiredMinimum 2 + years in a customer success/service rolePrior experience with SaaS application preferredExcellent verbal and written communication skillsFamiliarity with Zoho CRM, Google Apps, Microsoft Office, Mac & Windows Operating Systems and other SaaS products is a plusAbility to access and accurately input sensitive information with confidentiality requiredSelf-motivated team player who has fresh ideas when it comes to user adoption and churn mitigationEnjoys working closely with customers to ensure complete satisfactionSelf-starter, able to work independently without supervisionExperience in the healthcare industry preferredPrevious technical support experience preferredPerforms other related duties as assigned

Keywords: Leading Reach, Austin , Customer Success Specialist - Hybrid (in-office and remote), Other , Austin, Texas

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