Customer Success Specialist (technical/saas)

Success Specialist

We seek an exceptional and experienced Success Specialist to join our team. This critical role will focus on expanding customer relationships, driving retention, and providing proactive support. The position involves direct interaction with end users and our strategic channel partners and installers nationwide.

As a key member of our Customer Success team, you will collaborate with other team members to present metrics, objectives, and progress during regular meetings. You will represent the customer's voice, contribute to formulating and driving strategy with the Customer Success team, and ensure the successful execution of these strategies.

The ideal candidate will thrive in building exceptional customer relationships for technical innovators and take pride in seeing their efforts enhance customer satisfaction and business growth. You should be data driven, an excellent communicator, and adept at addressing the challenges of scaling a team within a rapidly growing tech startup.

This position offers a unique opportunity for a success specialist to expand their AI technology and data optimization expertise while delivering an unparalleled customer experience.

Role and Responsibilities:

• Drive expansion and retention strategies by identifying and capitalizing on opportunities for growth within existing accounts.
• Take ownership of escalated customer and partner issues, communicating effectively to find solutions that balance customer satisfaction and business needs.
• Develop and execute webinars and remote training sessions to educate and engage customers.
• Effectively track and communicate customer and partner trends, proactively addressing potential issues.
• Collaborate cross-functionally with channel sales, engineering, and product teams to drive continuous improvement.
• Drive key performance indicators: First Contact Resolution (FCR), Customer Satisfaction, Quality, Issue Resolution Time, Time to Second Sale, and On-Time Reporting.

Qualifications:

• Support Experience in Software/SaaS: Minimum of 3 years on a support team, with experience spanning the entire customer lifecycle: customer acquisition/onboarding, support, and service through retention programs.
• Hands-On Remote Technology Support Experience: 3 years of hands-on technology support experience (e.g., networking, telecom, Internet/SaaS product technical support—not helpdesk).
• Data-Driven: Our company is rich in data related to customers, operations, and security. The ideal candidate can interpret, manipulate, and leverage data to maximize value.
• Vendor and Partner Collaboration: Proven experience working with vendor partners and leading without formal authority to navigate and deescalate complex customer issues.
• Channel Team Experience: Demonstrated ability to work effectively with channel sales teams, installers, and strategic partners to drive customer success and business growth.
• Start-Up Expertise: Startups present unique challenges, especially for Customer Care operations. We seek a candidate who understands the dynamic nature of startups, has navigated the ebbs and flows of daily changes and product improvements, and is eager to learn from past experiences to drive future success.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person's potential, and we'll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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