Customer Success Specialist Autotask
THIS JOB HAS EXPIRED Benefits: Company paid medical and dental, holiday, and vacation
As a Customer Success Specialist at Autotask, you will be a key contributor in ensuring high levels of customer satisfaction and retention through increased product adoption, customer engagement, and facilitating programs to improve the overall experience for Autotask?s customers.
The Customer Success Specialist is responsible for proactively monitoring and identifying issues and risks with customer adoption through analysis of product utilization data, customer satisfaction and segmentation data, financial and cancellation data, as well as oversight of specific customer behaviors and events which can lead to decreased customer engagement, and ultimately customer attrition. Based on the results of these analyses, you will initiate and facilitate actions across multiple internal stakeholders and available resources to remedy these customer challenges.
The Customer Success Specialist will also identify and/or initiate new ways to engage and retain customers, including recommended training and services offerings, improvements to internal and customer-facing business processes, effectively leveraging the Autotask Community, and providing input to product roadmap prioritization based upon broad customer feedback.
Analyze customer satisfaction and segmentation, product utilization, financial and other actionable data to identify risks and trends that may impact customer retention
Identify and monitor cancelling and at-risk customers, initiate outreach to identify concerns and possible action plans to remediate, escalate issues as needed, and monitor outcomes
Recommend/establish scalable programs to encourage improved system adoption and customer engagement
Monitor customer retention and satisfaction metrics over time to confirm positive impact of recommended changes and improvements
Collaborate with Account Management, Product Support, Professional Services, Product Management and others as needed to fulfill additional product and/or services needs for individual customers
2 or more years of work experience in a Customer Success, Customer Service or Customer Support role preferred
Strong verbal and written communication skills across a variety of audiences, including external customers, internal management, technical teams, and administrative staff
Strong competency and interest in performing data analysis and reporting to identify actionable trends, risks, and opportunities for improvement
Ability to effectively prioritize and escalate customer issues as required
Demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment
Intermediate or better level of knowledge of the Autotask product and our customer industries preferred
Knowledge of Autotask?s organizational workflow processes a plus
Detailed, organized, enthusiastic and results oriented
Ability for occasional travel to customer meetings, trade shows, and events
Associates or Bachelors degree in Business Administration or Information Systems preferred, or equivalent experience
||26 Tech Valley Drive |
East Greenbush, NY 12061
THIS JOB HAS EXPIRED