Customer Success Specialist

September 26

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Digital Sample Tracking • Contact Relations Management (CRM) • Digital Asset Management & Virtual Lookbooks • Influencer Marketing • PR Monitoring

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Description

• The Customer Success Specialist will be responsible for the relationship with our customers • This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board • Ensuring the successful set-up and kick-off for new clients and paving the way for solid system adoption • Be an expert on system functions and features to become a strategic advisor for clients • Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight • Lead regular account reviews with clients to ensure proper usage of the system • Gather local client feedback and deliver feedback to product teams • Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly • Complete all client follow-up training and adoption activities as well as system updates • Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team • Project-manage incoming client requests alongside product, acting as the voice of the client

Requirements

• Bachelor’s degree or equivalent experience in business or related field • Minimum 1 years previous experience in Customer Success or another related role • Ability to perform within a fast-paced, multi priority setting • Customer-first mentality; ability to empathize and build customer loyalty • Strong technical aptitude and ability to learn new technologies quickly • Must be able to think strategically about change management and system integration • Excellent interpersonal skills for phone troubleshooting and writing skills through email • Extra Credit: Experience working with/in the Fashion, Luxury, Beauty or PR space • Exposure to global customers and an understanding of international markets is desirable • Experience with delivering on-site training and webinars

Benefits

• Access to growth and advancement possibilities • Learning and development allowance • Benefits package tailored to each location • Flexible work arrangements • Support for establishing your home office • Other perks