Customer Success Specialist

The Customer Success Specialist (CSS) brings innovations, and capabilities to a portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction. As a CSS, you will develop long-term relationships with your portfolio of assigned customers, connecting with the end to end experience team (from product development to customer support), developing an understanding of their business requirements and goals, and how they are using our small business segment solutions (onboarding, first time use, speed to benefit, active usage, in-product experience, etc.). Leveraging this customer knowledge, and your product expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment our solutions (cloud and cloud connected products). You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution

Responsibilities:

Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized. • Leverage comprehensive understanding of our small business segment products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs. • Work with the customers to ensure they are leveraging the solution and achieving success and engaging resources as necessary. • Monitor and identify trends in adoption and active usage by customers. • Configure solution to address customer issues. • Provide timely account or issue executive summary status reporting both to customers and management. • Identify and assess renewal risks for customers’ license subscriptions and collaborate with internal teams to ameliorate. • Assist with high severity request or issue escalations as needed Skills, know-how and experience. Must have: • Bachelor’s degree or equivalent experience required • Must have 3 years of overall work experience. • 1 years of established experience with Sage 50, Accounting SW, accountant solutions or Customer Success. • Excellent interpersonal and written communication skills • Strong presentation skills and comfortable using Webx or Zoom. • Any Salesforce.com experience preferred but not essential Technical / professional qualifications: • None