Customer Success Specialist - Digital

November 5

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Vercel

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Next.js • Removing frontend friction • Global deployment • Developer Velocity • Open Source

201 - 500

💰 $150M Series D on 2021-11

Description

• Vercel is looking to add a Digital Customer Success Specialist (CSS) to our fast-growing Customer Success team with the overall objective to advance our commitment to providing an exceptional experience to our Enterprise customers. • The Digital Customer Success Specialist plays a pivotal role in managing a high volume of customer interactions to ensure customer satisfaction, wider adoption and retention. • This role requires a blend of technical knowledge, customer engagement skills, and the ability to work efficiently across multiple time zones. • Manage all post-sales activity for Vercel’s scaled customers through touch points that require product knowledge, planning, project management and the ability to quickly build customer rapport. • Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives. • Interact with customers through office hours, webinars, and other channels. • Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk. • Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements. • Analyze customer data to suggest engagement strategies within your customer portfolio. • Execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities.

Requirements

• Experience with and basic proficiency of Front-end web development libraries and frameworks like React, Node, Next.js • At least one year of customer-facing experience in high-growth SaaS industry preferred • Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars) • Can navigate through ambiguity as we continue to build and refine the digital customer success segment and contribute to the team’s ongoing development activities • Outstanding initiative and positive attitude • Strong communication and writing skills • Strong collaboration mindset and capabilities • Comfortable with asynchronous work

Benefits

• Great compensation package and stock options. • Inclusive Healthcare Package. • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills. • Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays. • Remote Friendly - Work with teammates from different time zones across the globe. • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.