Customer Success Specialist at Ability Network
Minneapolis, MN, US
Overview

The Customer Success Specialist will work to ensure the long-term success of ABILITY’S customers. This position will serve as the ABILITY liaison for the customer and will be responsible for client retention and up-sell. The Customer Success Specialist will be expected to consistently provide excellent customer service to accounts, while representing the needs of ABILITY Network. The position will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of ABILITY’S solutions according to the customer needs.
Responsibilities

Respond to customer’s requests for assistance in a prompt and professional manner
Ensure customer satisfaction, retention and contract renewal
Identify and resolve customer complaints to drive continued value of our products and services
Troubleshoot issues, escalate where needed, and follow up promptly to ensure client expectations are exceeded
Work to identify and/or develop upsell opportunities
Help the customer optimize the utilization of their existing products, demonstrating features beyond core functionality and will ensure Best Practice adoption
Identify and assist in closing upsell opportunities
Work collaboratively with Sales, Marketing, and Product development to bring information back to the organization – who is the ideal customer, what are the features that matter most, what does the customer need to be successful
Escalate customer issues/complaints as needed
Other duties as requested and/or determined
Qualifications

High School Degree or GED, College Degree preferred
1 to 2 years of Customer Service or Sales experience preferred
Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook)
Experience with Salesforce or other CRM platforms
Familiarity working with clients of all sizes
Excellent customer service and telephone skills
Impeccable written and verbal communication skills
Detail oriented and analytical
Strong team player but still a self-starter
Thrives in a multi-tasking environment and can adjust priorities on-the-fly
Good time management skills and self-motivated
Good analytical, problem solving and conflict resolution skills
  • Boston

    Summit Partners

    222 Berkeley Street, 18th floor

    Boston, MA 02116

    United States

    T: +1 617.824.1000

    F: +1 617.824.1100

    London

    Summit Partners LLP

    Queensberry House, 3rd Floor
    3 Old Burlington Street

    London W1S 3AE

    United Kingdom

    T: +44 (0)20 7659 7500

    F: +44 (0)20 7659 7550

  • Menlo Park

    Summit Partners

    200 Middlefield Road, Suite 200

    Menlo Park, CA 94025

    United States

    T: +1 650.321.1166

    F: +1 650.321.1188