At CaseGuard, Customer Success Specialists are key players in building long-lasting relationships with our clients based on both a profound understanding of their business and a personalized treatment of their account. The ideal candidate loves talking to people and proactively solving issues. You will be crucial in driving our growth and increasing sales productivity.

Responsibilities

• Write a Personalized Help Guide to Train Clients on their Use Case.
• Perform one-on-one Training of the Software to new and existing clients on how to use the software (step by step).
• Conduct online webinars.
• Accountable for client retention and assists with service level tracking and reporting.
• Manage a select portfolio of clients, including contract renewals and price increases.
• Perform extensive research on how to retain and increase sales through client partnerships.
• Perform standing quarterly business reviews with each client.
• Drive retention, expansion, and advocacy, positioning yourself as a thought partner throughout your customers’ journey.
• Hold periodic calls with clients to review ongoing projects and customer health and discuss enhancements and new features relevant to them.
• Continuously analyze your customers’ health and solution usage to recommend relevant, value-adding enhancements and to Upsell to an advanced license type.
• Interact with internal teams to stay up-to-date with new system functionalities and their use cases.
• Liaise between customers and internal teams

Requirements

• 1 – 3 years of relevant work experience.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize, and prioritize work.
• Excellent interpersonal and communication skills, as well as participating in writing blog posts and help materials.
• Excellent listening, negotiation, and presentation skills.
• Ability to build and maintain lasting relationships with key clients and build networks within the law enforcement community, healthcare, and the private sector.
• Analytical and able to see the bigger picture, matching specific solutions to each client’s business objectives.
• Independent, self-motivated, and driven to investigate possible solutions for challenges with no pre-established answer.
• Organized, with the ability to manage a wide range of customer activities.
• Knowledge on customer relationship management tools Salesforce and Notion).

Benefits

• Full-time, permanent position
• Competitive Salary
• Medical, Dental, Vision Insurance
• Vacation & Sick leave
• Ten paid holidays per year
• Relaxed work environment
• Learning environment