JOB DESCRIPTION FOR – CUSTOMER SUCCESS SPECIALIST

Responsibilities:

Customer Engagement and Onboarding:

• Actively monitor and review inbound activities such as new account signups, project uploads, and inquiries to identify opportunities to engage customers.
• Transition new customers to paid users on the self-serve platform or escalate potential Enterprise clients to the appropriate sales team.
• Conduct onboarding activities to ensure customers understand the platform and start using it effectively.

Customer Relationship Management:

• Develop and maintain a Customer Health Index (CHI) to evaluate user satisfaction and identify at-risk customers.
• Categorize customers into health statuses (e.g., Green, Yellow, Purple, or Red) and implement strategies to improve their satisfaction levels.
• Regularly communicate with customers (via phone, email, or other means) to gather feedback, address frustrations, and identify opportunities for platform improvement.

Retention and Churn Management:

• Track and report customer churn rates, focusing on identifying at-risk customers and reducing churn over time.
• Analyze customer usage patterns to identify behaviors that lead to higher engagement and satisfaction, then guide customers to adopt those behaviors.

Data Analysis and Reporting:

• Monitor and report monthly recurring revenue (MRR) and key performance indicators (KPIs) related to customer activity and engagement.
• Identify feature usage patterns and provide actionable insights to improve platform functionality and user experience.
• Submit timely reports to leadership and finance teams, ensuring data accuracy and clarity.

Operational Efficiency:

• Organize and maintain documentation, including standard operating procedures (SOPs), for all sales and customer success activities.
• Support payment tracking efforts by monitoring failed credit card transactions and following up to ensure successful payment completion.
• Collaborate with the CEO and other stakeholders to refine strategies, eventually leading client meetings independently.

Business Development Support:

• Identify and reach out to new potential customers suitable for the self-serve platform.
• Recognize Enterprise prospects and set up meetings or escalate requests to the Enterprise sales team.

Continuous Learning and Improvement:

• Engage in comprehensive training to understand business fundamentals, particularly in pricing and sales strategies.
• Propose creative ideas to enhance the platform based on customer insights and behavior analysis.

Requirements:

• Strong communication and interpersonal skills, with the ability to manage relationships effectively.
• Proactive and detail-oriented mindset, with a focus on problem-solving.
• Flexibility to work across different time zones.
• Bachelor’s degree in Computer Science, Engineering, or a related field (preferred).
• Familiarity with CRM tools or willingness to learn.
• Wearing a blazer (or female equivalent) to work and being on camera for customer calls.

Preferred Qualifications:

• Experience in 3D technology, cloud streaming, or related fields.
• Ability to analyze data to generate actionable insights.
• Strong organizational skills to manage and document processes.