The Customer Success Specialist will work directly with our clients to provide product support for our proprietary software Program Portfolio Portal (P3). The Customer Success Specialist will help craft our customer-success strategies, build strong relationships with clients and collaborate with cross-functional leaders internally to deliver excellent customer experience. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. The Customer Success Specialist will develop customer relationships that promote retention and loyalty, working closely with the customer to ensure they are satisfied with the services they receive.
Primary Responsibilities

• Provide product help desk support for customers
• Addressing customer concerns and providing solutions to resolve issues in a timely manner
• Identifying opportunities for customers to use the product more effectively and encouraging feature adoption
• Onboarding new customers by providing training and resources to facilitate product adoption
• Gathering feedback from customers and analyzing customer data to identify best practices
• Maintain updated product documentation and training material
• Facilitate new business development
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
• Contribute to initiatives outside of customer conversations that better the customer experience
• Customer advocate and liaison to provide feedback to internal teams

Required Qualifications

• Active listener and strong customer service skills
• Excellent interpersonal skills with the ability to collaborate well with others
• Adaptable nature and the willingness and ability to shift priorities quickly to meet the needs of our customers
• Strong communication and presentation skills
• Self-motivated and resourceful
• Focus on problem solving / positive user experience
• Ability to manage multiple complex customer journeys at once

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)