Customer Success Specialist

qlair is a MANN+HUMMEL Brand. We specialize in Digital Transformation adoption, focusing particularly on digitalizing manual data collection processes. We are seeking a Customer Success Specialist (CSS) to implement the ideal customer success process for Account Retention and Growth. The CSS position will be based out of the MANN+HUMMEL Digital Hub located in Raleigh, NC. Applicants should be prepared to travel onsite to customers to assist with onboarding and customer success activities.

Headquartered in Raleigh, NC but needs to be open and excited to travel up to 50% of year.

• Develop and manage customer relationships that promote retention, active engagement, and loyalty for our solutions by creating a strategy for after sales touch points.
• Understand the customer business environment and needs to be able to recommend additional products/services and forecast trends for the future.
• Establish customer support practices.
• Provide technical and product support.
• Communicate the voice of customer to Sales and Product teams.
• Proactively working with customers to prevent issues before they happen.
• Troubleshooting and responding to customer inquiries.
• Actively collaborate as a team member within the department and with the organization as a whole.

REQUIREMENTS:

• Bachelor’s degree in business, Marketing, Communications or related area.
• 3-5 years of sales and customer service experience with a desire to sell SaaS products.
• Proficiency with CRM tools (HubSpot), and PowerPoint
• Ability to translate data into insights, strong analytical skills.
• Experience with post sales, process development and implementation.
• Experience in a dynamic, startup environment.
• Excellent interpersonal, written, and verbal communication skills
• Strong organization and presentation skills
• Demonstrate ability to adapt, influence, change, and innovate.
• Ability to work in a highly autonomous team.
• Results-driven mentality, with a bias for speed and action
• Ability for decision making commitment and expedient communication.