Customer Success Specialist

As a Customer Success Specialist, you will set the tone for our customers’ relationships with Visitt. You'll manage the full customer lifecycle, from pre-onboarding to portfolio expansions with the goal of ensuring that our customers recognize the highest value possible from our product while enjoying exceptional customer service.

What you will be doing?

- Oversee a portfolio of key enterprise accounts and proactively interact with customers to improve their account usage

- Build strong relationships with decision-making executives and operational managers

- Own end-to-end implementation of the Visitt product and service from pre-onboarding through the lifetime of the account

- Respond to customer support issues in a timely manner via phone, email, or chat and make sure to follow up in order to ensure technical issues are resolved

- Analyze customer data to develop actionable insights and improve customer experience

- Provide a strategic feedback loop to our product and engineering teams to continue to deliver new features

- Establish customer training practices

Qualities you likely have to be well suited to this role:

- At least 3 years of Customer Success SAAS experience

- Preferably residing on the East Coast (Atlanta residents a big plus)

- Excellent verbal and written communication skills

- Excellent interpersonal relationship skills

- Ability to analyze and report product malfunctions and customer training issues

- You have a highly structured work approach and ability to manage multiple activities in parallel

- You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats

- Ability to be creative and think of workarounds for different use cases.

- Patience when handling tough cases and demanding clients

- Tech-savvy (high computer literacy and ability to learn new software)

- Flexibility to travel

- Experience working with Aircall, Intercom(especially), Fullstory, Coview, Monday.com

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