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© 2019 Earlyone. All Rights Reserved.

Title: Customer Success Specialist

 

The Customer Success Specialist works closely with the Head of Customer Support at Earlyone and identifies customer outcomes through ongoing collection and analysis of data and feedback and turns this into onboarding and retention strategies as well as feeds into the product road map. The Customer Success Specialist is involved in all aspects of support, account management, demonstrating the product, educating customers and more.

 

Responsibilities:

  • Understand customer outcomes by communicating with customers, analyze customer health metrics, and gather other feedback;

  • Drive retention and growth among our customers by understanding their business needs and helping them succeed;

  • Represent the voice of the customer to provide input into every core product, marketing and sales process;

  • Collaborate closely with team members, support renewals and expansion opportunities;

  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support;

  • Collaborate with the technical support team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers;

  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements;

  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;

  • Identify opportunities for customers to act as Earlyone’s advocates (e.g. testimonials, case studies);

  • Creation and update of PDF user manuals and assist in creation of video manuals.

 

Requirements:

  • 2+ years customer success or account management experience in a SaaS or other B2B company;

  • Excellent knowledge of Armenian, Russian and English languages;

  • Proven track record of working in a customer facing role;

  • Educated to degree level preferred but not essential;

  • Experience working with, and managing, stakeholders and customers;

  • A high level of accuracy and attention to detail is required;

  • Exceptional communication skills, highly organized, collaborative and detail oriented;

  • Flexible approach, able to operate effectively with uncertainty and change;

  • Driven, self-motivated, enthusiastic and with a “can do” attitude.

 

All interested candidates are requested to submit their CV to hr@earlyone.com.
Please, mention the position name "Customer Success Specialist" in the subject line of
the e-mail.