Customer Success Specialist

Customer Success Specialist

The Customer Success Specialist position works within the sales and  support areas that monitors customer acquisition and customer retention. They work closely with Support and Sales to ensure overall customer satisfaction and drive customer retention through periodic check-ins, outreaches, and maintenance tasks. This role requires the ability to learn and adapt an understanding of Proxima Services Groups delivery products, customer environments, and common workflows.

Responsibilities

  • Build and development professional relationship with assigned clients
  • Maintain and increase customer satisfaction and ensure retention
  • Work with customers via phone and email to understand critical goals, challenges, and key performance indicators
  • Nurture and help customers navigate paths to success
  • Identify and facilitate opportunities for customer growth and engagement
  • Advocate customer needs/issues cross-departmentally
  • Establish a trusted advisor relationship and drive continued value of Proxima products and service
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work
  • Performs other duties as required and completes all job functions as per departmental policies and procedures.

Qualifications

  • General Experience Billing, contract or sales support (Preferred)
  • General Experience Microsoft Windows or Mac OS X, iOS, and server platforms (Required)
  • Strong Communication Skills
  • Excellent Interpersonal Skills
  • Excellent Organizational Skills
  • Strong Customer Service Skills
  • Ability to learn and then communicate effectively common technical terms in an easy to understand, non-technical manner
  • Ability to interact effectively with co-workers in a results driven culture
  • Self-starter, energetic multi-tasker, highly motivated and team player
  • Good Listening Skills
  • Ability to engage with and establish trust and rapport with all levels of customers and employees
  • Ability to work independently and as part of a team
  • Ability to multi-task and prioritize duties
  • Strong attention to detail
  •  CRM platform experience preferred
  • 4 year / Bachelor’s Degree preferred, a combination of relevant experience and education also considered

Location: Chicago, IL

Travel: Less than 10%

Education: Bachelor’s degree OR a combination of relevant experience and education

Manager: PSG President OR subsequent Manager, Customer Success