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Customer Success Specialist

Alianza / CounterPath Corporation Pleasant Grove, UT

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Alianza is on a mission to be the worlds best cloud-based telecommunications platform for service providers. We are growing and have an immediate need for a Customer Success Specialist (CSS) to join our team.

The Position

As a CSS, you will manage support renewals, product bulletins, product billing and reports. This role is a critical touch point to generate business. You will work as part of an empowered team dedicated to the success of our customers. Your proven ability to understand and explain solutions to a variety of audiences in both written and verbal communication will be one of the keys to your success in this role. The Customer Success team is backed up by our amazing global team of Technical Support, Operations, and Development. To be successful in this role, youll need to be a self-documenting, fast-moving team member but also a self-starter, and obsessed with delivering customer value.

Youre Great At

As a CSS, you will be responsible for fostering customer relationships that promote client retention and interaction with our products. Working directly with Customers to proactively reduce any barrier to success, CSSs provide vital insights of customer needs back into the company.

  • You have a quick understanding of the nature of customers problems, even when they cant fully explain it
  • You can recognize the value of documenting your work in a clear and concise manner
  • You thrive in a multi-tasking environment and adjusting priorities on-the-fly
  • You possess some technical aptitude but more importantly the ability to learn new software programs and new technologies
  • You develop, prepare and nurture customers


Responsibilities

Support Renewals

  • Assessing new purchases over the last year for each account and creating or co-terming renewal opportunities in our Sales CRM
  • Generating and sending invoices or quotes to customers for support renewal
  • Following up with customers to ensure payment or PO is received before support expiry
  • Communicating internally that support has been renewed or cancelled so the appropriate systems / portals can be updated
  • Establishing churn rates for support

Product Bulletins

  • Maintaining customer lists for relevant product bulletins through CRMs
  • Onboarding new customers to the proper product bulletin
  • Sending Maintenance notices for updates/patches across all product offerings (retail, direct, perpetual, subscription)

E-Commerce / billing management for retail customer subscription solutions

  • Maintain Chargify accounts/setup for Bria Teams and Bria Solo
  • Investigate and resolve billing issues and/or chargebacks either directly or in support of other teams
  • Coupon creation and maintenance
  • Setting up necessary taxes in billing software
  • Regular interaction with Engineering and Product teams for assessment of new features, functionality and overall health of products

Reports

  • Generate daily, weekly and monthly reports for Bria Teams and Bria Solo
    • Reports include SaaS metrics, MRR, ARR, account / seat counts, churn, usage, purchase patterns
  • Update, maintain and assess reports for any patterns or issues
  • Adding new metrics to reports based on new company initiatives
  • Calculating and processing service credits for upgrades to different product offerings via Chargify
  • Responsible for tracking migrations, conversions and general metrics around the revenue shift from perpetual to subscription
  • Work closely with Customer Success and Marketing teams to ensure the success of the program and increase in SaaS revenue

Product Migration (Perpetual to Subscription)

Requirements

  • 3+ years in a customer success or sales role with a tech company
  • Strong organizational skills
  • Able to work in a fast changing environment
  • Collaborative but self-driven
  • Experience with CRM programs (i.e. Salesforce), billing software (i.e. Chargify), marketing automation tools (i.e. Hubspot) and Tableau is an asset
  • Prior experience in assisting customers remotely
  • Proven ability to drive continuous value of product(s)
  • Impeccable written and verbal communication skills
  • Detail oriented and analytical
  • Willing to work occasionally in the off hours to support customers

Alianza / CounterPath Corporation

Address

Pleasant Grove, UT
USA

Industry

Business

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