Customer Success Specialist, SMB

About the Role

Azuga's Customer Success Small Market Business (SMB) team is looking for organized individuals who enjoy tackling multiple tasks in a fast-paced environment. You will deliver a World Class customer experience while providing efficient and courteous proactive customer service and account management. Assist customers with data entry as well as account set-up and maintenance while growing a long-term business relationship with multiple points of contact. Become the voice of the customer and collaborate with the appropriate internal departments to best accommodate the customer’s needs. Facilitate any and all training available to the customer.

Work Hours: 5pm to 2am / 6pm to 3am - WFO

Key Responsibilities

• Proactively manage assigned accounts - expectations around 275 - 300 accounts
• Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
• Assess customer's current level of service and help the customer gain greater value from the Azuga solution
• Develop a long-lasting trusted advisor relationship with assigned accounts and customer stakeholders
• Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with key stakeholders
• Conduct Quarterly Business Reviews
• Proactively monitor customer health to assess churn risk
• Plan and organize time effectively to allow the optimal frequency of outbound customer calls to achieve the required metrics
• Update and Manage CRM/CTI tools for all assigned customers
• Problem Solving and Troubleshooting
• Collaborate with cross-functional teams
• Invest time in training and personal development
• Follow Customer Success policies and practices

Job Scope Details

• Recurring work situation regarding account interactions and management.
• Regular communication with executive level customers to help build and maintain strong working relationships.
• Operate independently with minimal supervision and may have to use a high degree of creativity to accommodate customer needs.
• Fulfill the needs of customers by providing services through email, phone calls, and online meetings.
• Contacts sometimes contain confidential/sensitive information and discretion is a must.

Requirements & Tech Stack

• Strong written and verbal communication skills with the ability to communicate effectively at all levels
• Must have a positive attitude with a courteous and professional demeanor
• Strong conflict resolution skills
• Must be able to work with a diverse culture
• Ability to work within a fast-paced corporate culture
• Must be detail oriented while maintaining thorough follow through
• Ability to multitask, prioritize, and manage time effectively to meet aggressive timelines
• Ability to use independent judgment to handle customer issues efficiently
• Customer centric orientation with experience in managing multiple stakeholders
• Ability to interpret data to find and present trends, value, and ROI
• Excellent listening and presentation skills
• High level of attention to detail
• Experience with CRM/CTI tools