HeavyConnect, Inc.
   

Job Info
  1. Job Title: Customer Success Specialist
  2. Location: Salinas, CA
  3. Number: 10539
  4. Post Date: 11/30/2018
Job description

Customer Success Specialist

Born in 2015 in California’s Salinas Valley, HeavyConnect simplifies the workday for field-based employees and is the world leader in mobile solutions for farming operations. We are growing fast and looking for motivated problem-solvers to join our Company.

The Basics

A Customer Success Specialist (CSS) is among the most important roles at HeavyConnect for its direct relationship to the customer and their experience with the HeavyConnect platform. The primary role of a CSS is serve as a guide for the customer through the on-boarding experience and adoption of the HeavyConnect platform.

More than a customer service agent, a CSS is a customer’s trusted adviser that proactively helps them manage a complex software while offering work flow consulting. This is the ideal position for motivated individuals with a genuine interest in helping others, a strong desire to learn and advanced attention to detail.

Responsibilities

  • Master the product through formal onboarding program and continued learning.
  • Work within a small team to manage allocated queue of client requests.
  • Provide timely response to client support inquiries via phone and email.
  • Provide product training to increase client product knowledge.
  • Manages implementation plan, where appropriate, to ensure training deadlines are met and produces on-time project deliverables
  • Enhance client satisfaction by providing exceeding service expectations in all interactions.
  • Establish a trusted adviser relationship to ensure client confidence and satisfaction.
  • Document all client intercations and inquiries in Company’s CRM
  • Utilize Zoom Meeting to provide efficient webinar client service.
  • Understand product roadmap of future updates to better handle client requests.
  • Provide valuable feedback to Product team based on client interactions.
  • Receive direction from Manager and guidance from fellow Customer Success team members.
  • Serve as a HeavyConnect brand ambassador to create advocates within industry.

Requirements

  • Food Safety program completion required
  • Exceptional client relationship building skills
  • Excellent written and oral communication skills
  • Strong analytical capabilities for advanced problem-solving
  • Demonstrable leadership skills
  • Highly organized and strong ability to multi-task
  • Strong curiosity and desire to learn
  • Ability to display good judgment
  • Ability to work cross-functionally in a fast-paced environment
  • Ability to follow through on tasks until completed
  • Ability to develop trusted relationships and find creative solutions

Additional Details

  • Full-time position with competitive salary and benefits
  • Postion located in Salinas

Equal Employment Opportunity Employer. M/F/D/V.



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