Customer Success Specialist

Overview

We are seeking a detail-oriented and organized Customer Success Representative to manage the day-to-day administrative operations of our customer success processes. In this role, you will ensure that our customers receive seamless service by maintaining accurate records, streamlining workflows, and supporting internal teams with data and insights. Your focus on operational excellence will contribute to creating an exceptional customer experience.

• Customer Data Management: Maintain and update customer information in our CRM system, ensuring accuracy and reliability for internal teams
• Process Coordination: Organize and oversee customer onboarding, renewals, and follow-up schedules to ensure timely and efficient service delivery
• Reporting & Insights: Generate and analyze reports on customer engagement, satisfaction, and retention metrics to inform team strategies and decision-making
• Documentation & Resources: Create and maintain clear, organized documentation for customer success workflows, FAQs, and support resources
• Task Prioritization: Manage customer requests, escalations, and follow-ups, ensuring issues are routed to the appropriate team members and resolved promptly
• Administrative Support: Assist in coordinating team activities, including scheduling meetings, preparing agendas, and maintaining task tracking systems
• Process Improvement: Identify opportunities to improve customer success operations and propose efficient solutions to optimize workflows
• Cross-Functional Collaboration: Work closely with sales, support, and product teams to ensure seamless communication and alignment of administrative processes

• Strong organizational and multitasking skills with excellent attention to detail
• Experience in administrative support, customer success, or operations roles
• Bilingual, fluent Spanish and English is a plus
• Ability to create and manage reports, dashboards, and performance metrics
• Excellent communication skills, both written and verbal
• A proactive approach to problem-solving and process improvement
• Familiarity with customer service principles and a strong commitment to supporting internal and external stakeholders
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Self-motivated and proactive in identifying and solving problems
• Familiarity with Medicaid programs is a plus