Technical Customer Success Specialist

C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal®, a customizable Web-based software, was engineered by C Squared Systems Systems to remotely monitor and manage these complex multi-vendor environments.

Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the-art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change.

Title: Technical Customer Success Specialist

Location: NH

C Squared Systems is currently seeking a dedicated Technical Customer Success Specialist to join our team.

In this role, you will be instrumental in developing strong, lasting relationships with our customers, guiding them from the initial stages of implementation to long-term success. Your responsibilities could include acting as the main point of contact for customers, providing best practice advice, ensuring successful product implementation, and responding to customer inquiries. You will own strategic relationships with our customers, working with everyone from frontline technicians to members of the C-Suite. The role requires someone who can develop a deep understanding of our products, to bridge the gap between our customers and our internal technology teams.

You’ll serve as the product expert, guiding the user experience for customers, and owning customer satisfaction through their use of C Squared Systems’ products. A proven track record of creating and maintaining deep, lasting relationships with customers is a must, as you’ll be dealing with technical and complex issues while creating excitement and loyalty with our customers.

You will also provide sales support and implement business growth strategies. We will train you on our specific business operations and arm you with product knowledge, but you should have experience in business management, particularly with customer support systems, such as customer relationship management (CRM) software and ticketing systems.

Responsibilities:

• Serve as the primary contact for assigned customers, handling inquiries and providing best practice guidance.
• Manage successful product implementation and superior onboarding experiences.
• Build and maintain strong client relationships.
• Ensure timely and successful delivery of solutions according to customer needs and objectives.
• Communicate progress of monthly/quarterly initiatives to internal and external stakeholders.
• Develop new business with existing clients and identify areas of improvement.
• Track and update customer information in CRM or project management tool.
• Travel to customer office locations and trade shows to meet with customers and assist sales teams.
• Prepare reports on account status and assist with challenging client requests or issue escalations as needed.
• Configure basic software elements and coordinate complex data migrations or custom integrations.
• Arrange training sessions and assist with webinars.
• Advocate for customers by capturing feature requests and feedback.
• Proactively contact customers post-implementation based on account health metrics.
• Participate in calls with Account Managers or Sales for functionality explanations or custom service documentation.
• Partner with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Assist the sales team in driving and managing renewals.
• Run customer update meetings by tracking and providing status updates
• Organize, research, and respond to customer inquiries.

Skills/Requirements:

• Bachelor’s degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management.
• Scrappy mentality — we wear many hats and are willing to get our hands dirty.
• Possess strong phone, written and verbal communication skills with excellent presentation skills.
• Confident, high energy, self-motivated and a true team player.
• Experience working with senior and executive level customer contacts.
• Demonstrated ability and desire to work and excel in fast-paced environment.
• Excellent multitasking and project management skills.
• Understanding of basic networking, web applications, and monitoring software with a desire and curiosity to learn new technologies.
• Well-organized, with a high attention to detail and ability to prioritize.
• Proficiency with MS Office.
• Proven ability to educate executive decision-makers, building and maintaining relationships with them.
• Excellent creative and critical thinking skills.
• Adaptable nature and the willingness and ability to shift strategies on a dime to meet the needs of our customers.
• Proven ability to manage multiple complex customer journeys at once.
• Nice to haves:
  1. Industry knowledge and experience.
  2. Spreadsheet and data management.
  3. Experience managing accounts for a product that solves complex problems across many industries and applications.
  4. Experience working with web/server applications and remote monitoring software.
  5. Enterprise account management experience.
  6. Experience with project management tools such as Jira and Smartsheet.

Education & Certification:

• Bachelor’s Degree (or equivalent work experience)
• 3+ years of experience in Customer Success, Consulting, Sales, or related field
• Exceptional client management and communications skills
• Experience working with dealers and reseller reps sales channel models a plus