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Customer Success Specialist

Company: Coolhead Tech
Location: Austin
Posted on: August 17, 2019

Job Description:

Coolhead Tech, A Premier Cloud Provider based in Austin Texas, offers G Suite Business, Enterprise and other business apps and services to small and medium sized businesses. Coolhead Tech manages one of the largest, worldwide, communities of Google Apps Admins, supporting G Suite Admins on a 24/7/5 basis. We have high demand for outstanding Customer Success Specialists that are willing to learn the best of Google Cloud.What is a Customer Success Specialist?A Customer Success Specialist is an Apps Admin's representative--that is assigned to G Suite accounts that come through Coolheadtech.com. The CSR serves as a trusted advisor for the G Suite Core Services. The CSR oversees the heart of Coolhead Tech and Apps Admin Company.: Effective Operations, Engaged People, and Improved Innovation.What does a CSS do?Establish and maintain a positive and professional relationship with Free Trial subscribers and existing customer accounts by providing guidance and expertise across the customer lifecycle.CSSs leverage experience in setting up G Suite to recommend actionable and relevant best practices for domain verification, DNS and billing setup.Contribute to Coolhead Tech's own operational, business, and product success based on customer insights and work experience.CSS DOs:A CSS helps the customer to have the best possible experience with G Suite.A CSS should be the trusted advisor to their accounts.A CSS does more than just answer questions with "yes/no" or send a customer a Help Center link.--They take the time to probe and understand the context behind questions.--They give complete answers that are specific and relevant to the customer's needs.A CSS connects their accounts to the Coolhead Tech's experts in specific G Suite areas and works to fully resolve complex problems.A CSS proactively identifies pain points and diffuses them before they become escalations.A CSS oversees business escalations from the customer and ensures timely communication between support and the customer.A CSS can identify value-add products and services that the partner provides and recommend them to the customer.CSS DON'TsA CSS does not give less than 100% support of the customer's goalA CSS's primary goal should not be to up-sell but instead to make sure the customer is having the best possible experience with G Suite.A CSS should not handle or work on technical support tickets on a day-to-day basis.Qualifications for CSS RoleMinimum qualifications:BA or BS degree.Experience delivering services to enterprise customers.Professional experience in at least one of the following areas: cloud computing, compute/storage infrastructure, platform computing services, or related technologies.Preferred qualifications:Strong account management or client service experience.Hands-on experience in G Suite, Cloud Services, Chrome.Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.

Keywords: Coolhead Tech, Austin , Customer Success Specialist, Other , Austin, Texas

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