Customer Success Specialist
3 weeks ago
Feufo Inc is seeking a highly skilled Software Onboarding Specialist to join our team. As a key member of our customer success team, you will be responsible for ensuring a seamless onboarding experience for our clients in the hospitality industry.
Responsibilities:
- Take ownership of customer relationships from the moment sales are closed to contract renewal.
- Coordinate setup requirements internally and with the customer to ensure a smooth onboarding process.
- Complete software setup and onboard customers successfully.
- Provide training to customers and hand over to the customer support team for ongoing support.
- Maintain a relationship with customers, briefing them on new features and opportunities for growth.
- Cross-sell and upsell to customers over time to increase revenue.
- Responsible for contract renewals and ensuring customer satisfaction.
- Own the overall relationship with assigned clients, ensuring retention and satisfaction.
- Aid clients in achieving their goals and objectives.
Qualifications and Skills:
- At least 2 years of experience in a customer success or account management role.
- Must have worked in a SaaS company in any role or discipline.
- Must have software setup training and customer onboarding experience.
- Excellent computer skills, including Microsoft Office suite, G Suite by Google, CRM like Hubspot/SalesForce.
- Prior project management experience and ability to use modern project management tools.
- Experience with at least one of the following: Asana, Monday, Basecamp, Airtable.
- Must have experience using customer support tools like Zendesk, Freshdesk.
- Self-starter, disciplined, and organized to prepare, maintain, and update your own project plan, tasks, and reporting.
- Analytical and able to increase customer satisfaction.
- Preferred prior experience in sales or a track record of achieving KRAs.
- Associate degree or equivalent.
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