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Summary:
The Customer Success Specialist at Zoomph plays a crucial role in providing exceptional support to clients. This position involves troubleshooting technical issues, managing support tickets, and working closely with the Account Management and Product teams. Ideal candidates will have strong communication skills, a problem-solving mindset, and a passion for delivering excellent customer service.
Responsibilities:
- Provide expert-level support to clients by identifying and resolving complex technical issues, performing in-depth troubleshooting, and creating and delivering tailored solutions.
- Create and develop customized responses and perform advanced platform configurations for specific client use cases, ensuring precise alignment with customer needs.
- Collaborate with the Accounts team to lead and develop initiatives for providing in-depth platform insights through custom reports, data exports, and data analysis for key accounts, as requested by the Account team.
- Collaborate with Account Management, Product, and Engineering to streamline the resolution of high-impact issues.
- Participate in strategic planning sessions to prioritize product improvements based on data analysis from recurring customer feedback, collaborating with the Product and Account teams and other stakeholders to proactively address and mitigate potential issues.
- Mentor and train team members and act as a point of escalation for complex client issues, ensuring that support standards are maintained across the team.
- Lead and develop the creation and continuous improvement of support documentation, including FAQs, guides, and video tutorials, to empower clients in using Zoomph’s platform effectively and efficiently.
- Conduct client calls, onboarding sessions, providing personalized guidance to help clients leverage Zoomph’s features for maximum benefit in partnership with account management.
- Actively solicit client feedback, tracking insights and sharing data with internal stakeholders to influence product development, refine support strategies, and promote customer success initiatives.
- Lead process improvement projects aimed at increasing support efficiency and customer satisfaction, including the automation of repetitive tasks and refinement of escalation protocols.
- Monitor and analyze support metrics and KPIs, identifying trends and providing actionable insights for improving team performance and optimizing client interactions.
- Stay abreast on industry standards and best practices, implementing new strategies and tools to enhance the customer support function.
Requirements:
- BS Degree or equivalent experience.
- 1-3 years of experience in a customer support role within a SaaS or technology-driven environment, with demonstrated success in handling complex technical issues and managing customer relationships.
- Advanced proficiency with CRM and support ticketing systems (e.g., Hubspot), as well as familiarity with Excel, XML, JSON, or similar data query languages to extract and analyze customer data.
- Strong problem-solving abilities with a data-driven approach to identifying, tracking, and resolving customer issues efficiently.
- Excellent verbal and written communication skills, with experience leading client-facing projects and training sessions.
- Proven ability to evaluate and optimize workflows, implement process improvements, and contribute to team efficiency and performance goals.
Benefits:
- Zoomph is committed to providing a workplace free from discrimination or harassment.
- Equal employment opportunities for all qualified candidates and employees.
- Prohibits all forms of employment discrimination, including harassment based on various characteristics such as race, color, sex, gender, age, religion, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, genetic information, disability, and more.
