Customer Success Specialist SMB

Do work that matters.

At Alert Media, everything we do supports our mission:  To save lives and minimize loss by identifying active threats globally and facilitating the timely communications when an emergency threatens personal safety and business continuity.

Our core values drive us in our important mission of keeping people safe & informed:

We’re humans not robots

Customers always come first

We work better together

Simplicity is our strength

Our reputation is priceless

Hard work pays off

The  Customer Success Specialist  will take ownership of managing customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth.

The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly.

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!

Who you are:

You'd be excited to buy into our  customer love  mentality and are motivated by going above and beyond for the customers you serve. You are a team player, an individual contributor and have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the Alert Media platform.

What you get to do every day:

Support our customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals

Manage customer touch points with automated processes and innovative approaches

Host customer webinars and facilitate customer collaboration

Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities

Evaluate health and assess risk for your book of business

Partner with our Customer Support team to manage escalations requiring more strategic oversight

Respond to all customer inquiries in a timely manner, within 1 business day

Effectively track all customer communication and data in Gainsight and Salesforce

Acquire industry knowledge related to general trends, use cases, and emerging technologies

Ensure positive and productive customer experience to maintain software renewals

Contribute to Alert Media’s culture, values, and vision for the future

This is an  individual contributor role and not a manager role

What you bring to the role:

2+ years’ experience in customer success management or account management

Experience in a Saas or Tech environment strongly preferred

Salesforce or Hubspot experience preferred

Strong organization and time management skills with ability to prioritize

Comfort level managing a large volume of accounts

Outstanding verbal and written communication skills

Willingness to test and implement innovative ideas

Experience with customer implementation and software adoption preferred

Strong listening skills with  the ability to mirror and work with a variety of customer profiles

Ability to work with all members of our team (customer support, business development, software development, and product management)

Must be independent, self-motivated, success-driven, and adaptable

The ability and desire to work in a fast-paced, challenging environment

A vision for…