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Customer Success Specialist
Skills
Account ExecutivesAccount ManagementAdoptionCustomer BaseDocumentationIT Service ManagementOrder Processing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1–3 years of experience in a customer-facing role such as Customer Success Sales Support Account Management or Technical Support
- Comfort managing a high-volume inbound interaction environment such as calls tickets or chats
- Strong customer-centric mindset with the ability to manage questions requests and escalations calmly and professionally
- Technical aptitude and ability to learn and explain software cloud and managed service offerings
- Experience or familiarity with Intuit products such as QuickBooks Microsoft 365 or managed IT security services preferred
- Ability to identify customer needs uncover growth opportunities and position appropriate solutions
Nice to have
- Customer-centric
- Calm under pressure
- Tech-savvy
- Detail-oriented
- Collaborative
- Growth-minded
Day to day
- Answer inbound customer calls and requests about account management product usage service changes and expansion opportunities
- Build a clear understanding of each customer's business goals and current solutions to give relevant guidance
- Resolve straightforward account and sales requests directly while coordinating warm transfers or meetings with the right internal teams
- Recommend upgrades add-ons and services that improve customer value and support adoption
- Accurately submit and process orders using pricing tools product documentation and internal systems
- Collaborate cross-functionally to solve customer issues share insights and improve processes