What are the responsibilities and job description for the Customer Success Specialist position at TelWare Corporation?
Description
Job Summary
OneCloud’s As a Customer Success Specialist, is responsible for you ensuring customers achieve success with OneCloud’s solutions. Your responsibilities will include assisting customers during onboarding, providing support, resolving issues, and promoting the adoption of best practices. The ideal candidate is customer-focused, detail-oriented, and eager to deliver exceptional service. This office-based role is perfect for those passionate about building relationships and contributing to customer satisfaction and retention. is leading our sales team in both direct and channel sales efforts.
Duties/Responsibilities
- Customer Onboarding & Support: Guide customers through onboarding processes, ensuring smooth setup, configuration, and integration of OneCloud solutions.
- Customer Relationship Management: Act as the first point of contact for customer inquiries, providing timely and effective resolutions while escalating complex issues as necessary.
- Customer Training: Conduct educational sessions to help customers understand product features, maximizing their return on investment.
- Metrics & Reporting: Track customer satisfaction, retention, and product usage metrics; report findings to drive improvements.
- Cross-Functional Collaboration: Work closely with the Sales, Technical Support, and Implementation teams to ensure seamless customer experiences.
- Documentation: Maintain accurate customer records and interaction logs within the CRM system.
- Feedback Loop: Collect customer feedback and relay insights to internal teams to help refine products and services.
Requirements
- Bachelor’s degree in Business administration, Marketing, Information Systems, or a related field.
- 0-2 years in customer service, customer success, or similar customer-facing roles.
- Exceptional verbal and written communication skills.
- Strong organizational and multitasking abilities in a fast-paced environment.
- Basic technical aptitude to understand and explain SaaS solutions.
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) is a plus.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
Benefits
- Comprehensive Benefits (Health, dental, vision, and retirement plans)
- Competitive Salary
- Innovative Environment
- Professional Development Opportunities