Customer Success Specialist

We are looking for a Customer Success Specialist to champion customers, making sure they are set up to succeed is key.

If you want to grow your career working with a well-known brand and learn the latest tips, tricks, and hacks for growth, this is the role for you!

Must-haves:
2+ years experience with client success and/or implementations or customer support is a must-have
1+ years experience with a CX or project mgt. platform is a must-have – Customer Service/tickets
Strong written communication skills
Strong verbal communication skills (will have coach-facing elements)
Experience with Slack and G Suite (intermedia Google Sheets experience required)
See also Client Tech Stack below

Client Tech Stack:
Experience in all of these is not required (see “must-have” vs. “nice-to-have”) and they are listed in order of importance:
Salesforce (must-have, intermediate or better)
Notion (must-have, or similar project mgt. tool)
GSuite (must-have, mail, docs, sheets, slides)
Zendesk (must-have, intermediate or better)
Hubspot (nice-to-have, basic or better)
Typeform (nice-to-have, or similar survey tool, basic or better)

Customer Operations Core Tasks:
Create and Review customer reports every month
Assist with any account needs (i.e. testing Email deliverability for new accounts, organizing documents, storing health benefit resources in our coach library, etc.)
Maintain/Update accurate information on accounts in Salesforce and Notion (i.e. contract details, employee Rosters, etc.)
Maintain documentation for each customer in their Customer Portal
Manage client and coach communication
Match new clients to coaches

Coach Operations Core Tasks:
Assist with coach onboarding and account setup
Coach Transitions & Offboarding (i.e. assist with any necessary client transfers to new coaches, send clients a new coach when requested, etc.)
Help manage coach support helpdesk tickets
Run reports in Salesforce to assess coach performance (i.e contact coaches to update data)

Nice-to-haves:
Experience in the HR industry or adjacent space is a BIG plus
Experience in a start-up or small org where there is a constant pursuit of improvement/enhancement/streamlining