Customer Success Specialist

Summary

Join Broadvoice as a Customer Success Specialist and become an integral part of our dynamic team. You will work closely with customers to ensure they utilize all product capabilities and resolve any issues. This role requires strong client engagement skills, experience in UCaaS or a comparable industry, and the ability to manage projects with multiple stakeholders. You will handle contract renewals, conduct health reviews, and address customer inquiries. The position offers a remote work environment and the opportunity to contribute to a growing company.

Requirements

• 1-3 years’ experience in driving successful solution-oriented client engagement
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention
• Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources
• Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results
• A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations
• Experience with CRM systems (Salesforce, Rev.io, etc.)

Responsibilities

• Work closely with our customers to understand their business need and ensure they’re able to gain value from our products
• Manage and work cases that come into the Customer Success Queue
• Handle contract renewals for customers
• Deploy reactive retention activities as needed for at risk customers
• Conduct proactive health reviews and outreach to at risk customers to mitigate risk
• Handle incoming customer questions regarding their account and contract and assist with changes as needed
• Work cross-functionally to ensure customer needs are met timely

Benefits

• Grow Your Career
• Enjoy Flexibility
• Community & Culture
• Make an Impact