Customer Success Specialist - SaaS

As a Customer Success Specialist, the key to success is having a charismatic personality, exceptional customer relationship abilities, and a love for sales. An outstanding retention specialist can enhance sales by forming strong bonds with clients.

If hired, you will be a part of the original customer success team at a rapidly expanding tech start‑up in Phoenix. You will ensure customers have a successful start with our product, VIVAHR. This includes conducting walk‑throughs, providing technical support, tracking metrics, and ensuring customers find value in using the software. You will be working with small to medium‑size businesses.

You will work closely with the marketing and software teams to help achieve our goals. Your customer feedback will be critical in ensuring that our product roadmap meets and exceeds customer expectations. Your duties will involve building relationships with clients through consultative techniques, providing customer service and support, answering inbound questions, creating proposals, and demonstrating the software.

• Analyzing customer behavior.
• Customer demos.
• Gathering information about customer complaints.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.
• Establish credibility and relationships with new and prospective customers.
• Managing tickets for customer service requests.
• Become an expert on hiring needs and pain points.
• Report to the COO of your KPIs weekly and monthly.
• Perform online and live demonstrations of the software and services.
• Help build the overall culture and brand value of VIVAHR by collaborating with our internal team and continuously looking for innovative ways to grow the company.
• Support customers through various communication channels.

• Bachelor's degree in sales, marketing, or a related field.
• 2+ years experience in a similar role is preferred.
• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.