Customer Success Specialist

Position Overview

The Customer Success Specialist is responsible for onboarding new customers, driving product adoption, managing relationships, and identifying opportunities for growth. This position will act as an advocate for our customers, ensuring their success and satisfaction with our products and services. In this role, you will work in close partnership with Development Group’s finance, sales and services teams to represent Development Group’s core values and company goals. This non-exempt position reports to the Presales Manager.

Salary Range

Grade 8: $43,500 – $62,600

Essential Position Functions

• Manage your customers and customer escalations and work across Customer Service function to complete or resolve customer requests working with the Director of Customer Success
• Monitoring and maintaining onboarding documents, contract renewal dates and working towards ensuring clients renew those contracts
• Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. 

·        Organizing, scheduling and producing data for regular and quarterly business review documents with customers to assess their satisfaction, address any issues, and identify new opportunities for contract growth.

·        Identify upsell and cross-sell opportunities with current customers. Partner with Sales to showcase DGI capabilities. 

·        Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet our customer needs. 

·        Project manage, organize and prioritize high volumes of requests utilizing internal systems and to ensure timely and accurate response to customers. 

·        Manage your customers and customer escalations and work across Customer Service function to complete or resolve customer requests working with the Director of Customer Success 

Other Responsibilities

·        At the request of Account Managers, create OEM quote files for proposals.

·        Create proposals for action by Account Managers for Cisco SMARTnet and other manufacturer maintenance renewal opportunities 60-90 days in advance of the contract renewal date.

·        Developing and improving customer onboarding processes and customer service policies

·        Creating resources for customers that help them fully understand and utilize the products and services

·        Assist in the onboarding of new customers. This may include providing a technology assessment and finalizing the pre-sales process.

·        Ensure business opportunities adhere to established processes.

·        Effective management of internal and external resources while ensuring alignment with company core values, core focus, and target market.

Required Skills and Qualifications

·        Must have strong ability to be a self-starter; able to work independently with minimal direction.

·        Ability to work effectively in a team environment.

·        Must have exceptional interpersonal skills with the ability to negotiate positive outcomes for customers and Development Group in conflict situations.

·        Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision so strong initiative is a must.

·        Excellent verbal and written communication skills including the ability to speak, read, write, and understand the primary language(s) used in the workplace which is English.

·        Ability to get things done; able to exercise personal influence, resolve conflict, and bring about required behaviors.

·        Must be organized and analytical with attention to detail and accuracy of work product; able to eliminate obstacles through creative and adaptive approaches.

·        Ability to recognize own capabilities and take initiative to continually improve; ability to seek out feedback on self.

·        Ability to perform administrative tasks (reports, employee reviews, expense reports, etc.).

·        Proficient with computer systems such as word processing, email, usage of the internet, etc.

·        Must maintain professional demeanor in any given situation.

Physical Demands in an Office Environment

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

•        Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.

•        Manual dexterity to operate a computer and other common office equipment on a constant basis.

•        Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.

•        Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

•        Ability to work for extended periods of time standing, walking, kneeling, pushing, and pulling on an occasional basis.

•        Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

Intent and Function of Job Descriptions

Job descriptions provide the framework with which Development Group, Inc. ensures the hiring process is fairly administered and qualified employees are selected. Job descriptions are essential to performance appraisal and related promotion, transfer, layoff, and termination decisions. Well-written and maintained job descriptions are also an integral part of our compensation system.

All job descriptions are reviewed to ensure only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards necessary to successfully perform the job, whereas peripheral activities which are only incidentally related to the job have been excluded. In no instance should the requirement, skills, and abilities be interpreted as all-inclusive. Managers may assign additional appropriate activities and requirements.

Job descriptions are not intended as and do not create employment contracts. Development Group is an at-will employer and employees may be terminated at any time and for any reason not prohibited by law.