Full Job Description
The Customer Success Specialist will fill a key position at CallTower’s by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The position will play an active role in building partnerships with the accounts assigned to the Customer Success Specialist. This individual will reach into our customer organizations and build strong relationships with key points of contact to help them achieve key business objectives and successfully utilize CallTower’s offering.
The Customer Success Specialist will work with a cross-functional teams to respond to customer requests and address escalated issues. This individual will work directly with assigned accounts and maintain accurate and up-to-date records in Salesforce. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.
Build partnerships with assigned accounts and become a reliable resource for customers.
Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status both internally and to customer organizations.
Respond to customer requests from different sources such as marketing campaigns, inbound phone calls or escalations from our support team.
Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs.
Address customer relationship issues for assigned accounts; urgently address customers marked “At-Risk” and take effective actions to save the account.
Assist customers in product migration efforts; communicate the migration path.
Engage and participate in up-sell/cross-sell activities
Create and provide quotes for CallTower services; process the orders in accordance with internal policies/processes.
Follow up with key customers who may feel dissatisfied to ensure issue resolution and a satisfactory conclusion.
Other duties may be assigned.
Associate degree preferred.
2+ years of Customer Service Experience, with a minimum of 1 year experience in account/customer success management preferably in a technology-based industry.
Customer focused personality, able to interact and deescalate tense situations.
Experienced with customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
Skilled with maintaining up-to-date records of customer interactions in Salesforce.
Excellent verbal and written communication skills, including excellent listening skills.
Occasional travel, up to 10%, possibly on short notice.
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