Customer Success Specialist

Job Description:

We are seeking a Customer Success Representative to provide support to our customers. You will answer questions on the function and usage of Ideal products via telephone, Internet, or online services, and demonstrate expert knowledge of Ideal products used by customers. This individual will need to be able to manage and triage numerous projects and tasks at the same time, while providing excellent customer support.

Successful candidates must have a strong work ethic, excellent problem-solving skills and a passion for helping people.

Responsibilities

• Acquire in-depth knowledge of various Ideal products and modules

• Set up and configure new CRM accounts

• Perform initial training and onboarding of new dealers

• Perform follow-up & refresher trainings for existing dealers

• Answer incoming calls, emails from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed

• Assist with testing and duplicating unknown software problems reported from the customer-base, and troubleshoot the issue(s) at hand

• Assist other Customer Success team members to make follow up calls regarding customer problems

• Take ownership of each communication with the customer, ensuring follow up communication is made as needed

• Complete special projects and tasks as assigned by the Customer Success Lead

• Develop an understanding of the customer’s business and the business processes that Ideal products support

Qualifications:

• 3-5 years of customer service experience supporting software product base

• Previous experience with Level One customer support preferred

• Previous experience with implementation and onboarding preferred

• Previous experience with a CRM preferred

• Effective telephone skills to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues

• Ability to develop a strong knowledge of Ideal products and service offerings and ability to troubleshoot to resolve customer inquiries

• Proven track record of working with customers via telephone to build relationships and positive outcomes

• Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Ideal

• Strong organizational skills to interact with multiple customers over the course of a day

• Ability to work independent of supervision

We Offer:

• Ongoing training, development and support for a career in customer success

• Competitive base salary, company bonus and performance

• Full Benefits package including healthcare, dental, vision and 401(k)

• Paid Vacation and Holidays

The estimated base salary range for this role in the United States is $64,000.00 - $96,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.