ECP is hiring a
Customer Success Specialist

Summary

Join our team as we expand our customer base and develop new products! We're looking for a Customer Success Specialist to drive engagement, create programs, and ensure operational efficiency. This role will have a meaningful impact on how we partner with customers.

Responsibilities

• Lead the development and execution of Customer Success programs and initiatives aimed at enhancing customer satisfaction and retention
• Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness
• Create and manage reporting and dashboards that provide insights into customer health, engagement, and success metrics and coordinate weekly team processes to action on this data
• Collaborate with the Customer Success team to identify trends, challenges, and opportunities for process improvements
• Work cross-functionally with product, sales, and marketing teams to share customer feedback and advocate for customer needs
• Monitor and analyze customer feedback, trends and utilization metrics to inform product development and customer success strategies
• Help develop training materials and resources to empower the Customer Success team and enhance their capabilities
• Act as a point of contact for operational inquiries and problem resolution within the Customer Success team
• Foster collaboration among internal teams to ensure seamless execution of programs and initiatives
• Ensure that best practices are followed to maintain high standards of service quality
• Partner with Customer Experience leadership on metrics to measure the effectiveness of Customer Success initiatives and drive continuous improvement
• Develop and present reports on program performance to executive management
• Continuously research and stay updated on industry trends to drive innovation in customer engagement
• Develop and manage program roadmaps, budgets, and schedules to ensure timely delivery
• Monitor program performance and implement necessary adjustments to meet goals
• Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
• Assist in developing customer education resources, including training materials and webinars
• Help identify and document success stories from customers that can be used for case studies and marketing initiatives
• Participate in company initiatives aimed at enhancing customer experience and operational efficiency
• Collaborate with cross-functional teams, including Sales, Product, Implementation and Support, to ensure seamless customer experiences