Top Echelon Software is looking for a Customer Success Specialist to join our customer success team. Top Echelon is looking for someone to impact a growing number of accounts to drive adoption and outcomes leading to renewals, expansion, and advocacy across our portfolio. This position is responsible for making sure that clients are constantly realizing the value of our platform with an emphasis on product education, best-practice consultation, and feature adoption. This is a great opportunity to help build out and grow with a dynamic company.

About the Job

A Customer Success Specialist will be part of a dynamic team that strives to help our customers succeed. This person will help drive the initiatives for the planning and execution for the success of new and current customers. The Customer Success Specialist will need to possess experience and aptitude to excel in creating, organizing, and implementing online training and support initiatives.

Essential Functions and Responsibilities

• Partner with the sales team to understand where at-risk customers exist and formulate a plan to mitigate churn/contraction.
• Conduct virtual meetings according to Customer Success methodology to get results, product adoption and ensure retention.
• Maintain a high level of integrity, empathy, and eye for business across multiple customers at one time, connecting trends and themes as you go.
• Enjoy problem solving to understand the gaps in a user’s sophisticated workflow and provide recommendations.
• Simultaneously prioritize for the best customer experience and while also staying keenly aware of the customer’s overall health and likelihood to renew.
• Develop web-delivered training courses that meet specific course objectives.
• Create content in direct support of web­-based training.
• Provide technical support and documentation for web­-delivered courses to training participants, partners, and others as directed.
• Assist with customer support issues and questions regarding Top Echelon products and services.
• Provide design and graphic support for materials used in courses, in in-app educational engagements, or as part of a marketing campaign.

Characteristics:

• Energized by working collaboratively to evolve and optimize a customer program.
• Love for teamwork and the ability to work within different internal groups to enhance our customer’s experience.
• Thrives in a fast paced, ever evolving environment and works proactively to learn and optimize skills to succeed.
• Proven ability to develop relationships quickly.
• Ability to manage several customers at different achievements in their lifecycle.