Customer Success Lead

To support our growth in Federal Information Technology Distribution, Four Inc. is seeking to hire a hard-working, customer service-minded, team player to join our Operations team as a Customer Success Lead. The successful individual will have considerable opportunities for career growth and professional development.

The Customer Success Lead (CSL) is responsible for post-sales activities in support of our public sector customers. The Four Inc. CSL will provide excellence in customer service by supporting end-user entitlement access, answering customer inquiries, and troubleshooting entitlement issues. This individual will work closely with the Four Inc. sales and operations teams, customers, industry partners, and manufacturer representatives to ensure customer satisfaction and issue resolution. Interpersonal, analytical, customer service, and problem-solving skills are key to success in this role. This individual will report to the Four Inc. Director of Programs and Compliance in the Operations department.

Responsibilities:

· Serve as Four Inc.’s primary point of contact for license entitlement & customer portal inquiries and issues

· Provide excellence in service to troubleshoot & resolve customer software deployment and related technical issues

· Collaborate with internal sales and operations team to help facilitate license entitlement delivery

· Work directly with IT Manufacturer support teams to escalate requirements as necessary

· Maintain accurate customer support case & resolution information records in CRM portal

· Maintain a knowledge base of the evolving technical processes and standard operating procedures

· Maintain current functional and technical knowledge of existing platforms and future products

· Use problem-solving skills to help customers reach their business goals

· Lead and deliver presentations on customer success, providing updates, progress reports, and key changes to both customers and manufacturer teams.

· Identify upsell opportunities for Four Inc. Sales Department

· Other duties as assigned

Required Skills/Qualifications:

· BA/BS Degree

· Proficient in Microsoft Excel

· Experience providing excellent customer service

· Detailed oriented with the ability to proactively identify and address emerging issues within workflows

· Analytical/critical/process-oriented thinking skills

· Team player capable of working within a collaborative environment

· Ability to work independently, with limited supervision

· Excellent oral and written communication skills

· Excellent organizational skills