Customer Success Specialist, Night Shift

About the job

About Our Client

Our client empowers the unsung heroes who support the world. It is revolutionizing the way businesses manage their maintenance operations by providing a comprehensive suite of software solutions that empower organizations to optimize asset performance and drive operational excellence. From preventive maintenance to inventory management and beyond, the robust CMMS platform offers a suite of features designed to streamline operations and enhance productivity.

About the Role

Our client is looking for an Inbound Customer Success Specialist to join its night shift team. As a CSS on the Inbound Support team, this role will be responsible for delivering white-glove service and value to its global customer base.

Key Responsibilities

• Consult with new and existing CMMS customers to provide ad-hoc training, education, troubleshooting, and problem resolution
• Bug reporting and tracking
• Recommend best practice use of CMMS based on an understanding of the customer's business
• Remain up to date on CMMS product features and identify use cases to drive customers to best practice standards
• Proactively escalate at-risk customers
• Collaborate closely across departments to support the success of customers
• Coordinate product demos and refer prospective customers to the Sales team
• Assist the Sales team with product knowledge
• Create strong customer relationships by delivering world-class customer service
• Maintain a highly organized and accurate task list, visible to the Success team and Management

Required Qualifications

• Passion for ensuring a positive customer experience via e-mail, chat, phone calls, and video calls
• Experience working cross-functionally within a customer-facing organization to support a joint outcome
• Demonstrated ability to communicate effectively via oral & written formats; Excel skills are a strong plus
• Strong conflict resolution skills
• Resourcefulness, creativity, and strategic thinking for troubleshooting problems
• Ability to work in a high growth environment in which the requirements are not always well defined and priorities change frequently
• Strong attention to detail
• Availability to work 11:00pm - 8:00am CT (Sun-Thurs)

Preferred Qualifications

• Previous experience in a B2B Customer Support / Customer Success / Account Manager position
• Previous experience in the SaaS industry
• Background in working with equipment maintenance, machinery, or manufacturing

Compensation and Benefits

• $55,000 - $65,000
• Fully remote position
• Stock options
• Flexible PTO
• 13 paid company holidays
• Paid parental leave
• Health, Dental, and Vision insurance
• Employer paid Basic Life insurance and Short-Term Disability insurance
• Company contribution match for HSA and 401(k)
• Flexible Spending Accounts
• Monthly employee wellness stipend
• Opportunities for Learning and Development Reimbursement
• Pet insurance