Customer Success Specialist

Summary

Join Togetherwork as a Customer Success Specialist and ensure exceptional customer experiences that drive adoption, loyalty, and expansion. This crucial role is the primary point of contact from post-sale onboarding to customer success graduation. You will proactively engage with customers, promote platform features, conduct training, collect feedback, analyze data, develop retention strategies, and report on key metrics. A bachelor's degree or equivalent experience and 2 years of relevant experience are required. Strong communication, problem-solving, and collaborative skills are essential. Togetherwork offers a comprehensive benefits package, including medical, dental, vision, disability, life insurance, 401k matching, paid time off, parental leave, and more.

Requirements

• Bachelor's degree or equivalent experience in a related field
• 2 years of experience in customer success, support, implementations or account management roles
• Strong communication and problem-solving skills
• Ability to work collaboratively with cross-functional teams
• Familiarity with data analysis and reporting tools

Responsibilities

• Proactively engage with customers post-sale through app delivery and product adoption
• Work with Solutions Consultant and Configuration Specialist to deliver a quality onboarding experience
• Educate customers on core platform features, emphasizing their benefits and value
• Strategically coach customers on optimizing workflows and processes to maximize app usage and drive revenue
• Conduct tailored training sessions and webinars, guiding customers on effective platform usage
• Gather and relay customer feedback, working closely with the implementation team to refine and optimize configuration for maximum adoption
• Monitor and analyze customer usage patterns, identifying opportunities for further outreach and training
• Identify at-risk accounts and implement strategies to enhance their platform experience and prevent churn
• Regularly update the Customer Success Lead on customer interactions, feature adoption rates, and any significant feedback

Preferred Qualifications

Experience with HubSpot and Monday.com

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform