Customer Success Specialist

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This range is provided by COSOL. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$50,000.00/yr - $65,000.00/yr

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About Us

COSOL Americas is a leading provider of digital solutions and managed services, specializing in Enterprise Asset Management (EAM) and Enterprise Resource Planning (ERP) systems. As a trusted partner in digital transformation, we help organizations optimize their operations and maximize the value of their technology investments.

About The Role

At COSOL North America, a Customer Success Technician is part of a team responsible for customer retention within the Managed Services group serving as a customer's main point of contact to ensure a positive relationship is maintained and contractual obligations are completed. Duties include interacting with designated customers on a regular basis, managing Service Level Agreements, ticket management, high level ticket resolution and delivery of services through testing coordination and test completion.

Your key areas of accountability will be around five main pillars -

Maintaining customer relationships, maintaining service tickets, service reporting & documentation, high-level application support and project testing coordination

Within these areas of accountability, you can expect your role to involve the following-

• Establish and maintain customer relationships through daily communications, regular service meetings and general notifications
• Schedule and hold service meetings with each major customer at least once per month.
• Complete 100% of agreed-upon action items from service meetings within the stipulated time frames.
• Ensure tickets are correctly prioritized based on urgency and impact at intake and assigned appropriately.
• Identify service breaches and work with primary resources and AMS management to ensure action is taken to resolve breached tickets.
• Identify any escalation points from service meetings and report to the Manager, Service Delivery.
• Maintain documentation related to Custom Success Technician standard procedures.
• Utilize all available resources, written and people, to complete administrative tasks related to testing coordination as assigned by the Managed Services Project Manager
• Serve as a temporary backup to MS Project Manager to track weekly testing status.

Required Qualifications and Experience

The ideal candidate will possess the following skills, experience and qualifications-

Qualifications

• Associate’s degree in business, Communications, or customer service experience (preferred but not required)

Experience

• 1-3 years of experience in customer service, customer success, or a related field.
• Empathy and a customer-first attitude.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical thinking abilities.
• Experience in the tech/software industry or a SaaS (Software as a Service) environment.
• Proficiency in CRM software and customer support tools.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

* Please note, to be eligible for this position, you must be a US Citizen, Permanent Resident, or hold a current valid working visa for the US.

What’s on Offer For You!

Genuine opportunity to make a significant impact within a growing business

Salary – Commensurate with experience and suitability for role ($50-$65k USD per annum as a base salary)

COSOL Americas is an Equal Employment Opportunity employer. We are committed to providing a workplace free from discrimination, where all…