Customer Success Specialist - Digital

November 5, 2024

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Vercel

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Vercel is a platform providing developer tools and cloud infrastructure to build, scale, and secure faster and more personalized web applications. It specializes in optimizing web performance through features like fast load times, scalable infrastructure, and global CDN distribution. The platform supports developers with automated workflows, a wide range of templates, and seamless integration with tools like Git for quick deployment. Vercel also emphasizes observability and security, offering privacy-friendly analytics and enterprise-level conformance.

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

201 - 500 employees

Founded 2016

☁️ SaaS

🌐 Web 3

💰 $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.