[Hiring] Senior Customer Success Specialist @Ninja Partners LLC

Role Description

What does a day in the life of a Sr. Customer Success Specialist look like?

• Provide high-quality, personalized support to customers at every stage of their lifecycle, including pre-sale, onboarding, and ongoing use, with a focus on rapid response, accurate information, and a friendly demeanor.
• Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick.
• Comfortably communicate with customers over email, Slack, and on the phone.
• Choose the right communications channel for each customer and adapt your style accordingly.
• Prioritize where you spend your time, while making sole proprietors and large enterprise customers alike fanatical supporters of our product.
• Solve problems without a script or checklist.
• Get to know your colleagues across the company so you’ll know who to escalate issues to.
• Translate common customer needs into actionable advice for product management, engineering, and design to build a better product.
• Quickly become an expert of the product. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology.
• Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale.

Qualifications

• 2+ years of experience in a customer success position.
• Entrepreneurship and drive: Proactive self-starters who ask forgiveness, not permission.
• Technical curiosity and excitement: Enjoy exploring technology as a hobby.
• Customer empathy and an ability to adapt to customers with varying levels of technical skill.
• Strong communication skills: Spending most of the day communicating with customers and the team.

Requirements

• Prior experience with SaaS account.
• Any CRM Tool.
• Experience with CAD.
• Knowledge of the home improvement industry.
• Analytical skills and a love of data.

Benefits

• Adherence to government-mandated benefits.
• Retirement Savings Program with Company Matching.
• Life Insurance.
• HMO on day 1.
• Paid time off, birthday leave.
• Opportunities for skills training and personal and professional development.
• Employee referral program.