Customer Success Specialist

Company Description

Verge Inc. is a Software company based in Fremont, California.

Job Description
• Plan, prioritize and delegate work tasks to ensure the proper functioning of the customer service department.
• Monitor, track, and enforce departmental policies, procedures, and goals.
• Identify and implement strategies to improve the quality of customer service.
• Onboard and train new employees in a streamlined and efficient manner which might involve administrative support.
• Ensure that secure and accurate records are kept and maintained of communications with clients.
• Follow the directions of the senior management and help develop and update customer service policies and procedures.
• Monitor customer grievance process. Review reports and take appropriate actions.
• Responsible for dealing with difficult and heightened customer service issues.
• Ability to work remotely from a remote location
• Deliver software demos
• Engage clients in meaningful discussion and resolve their software related issues
• Deliver training to clients and arrange constant sessions in helping them set up the software according to their needs
• Make necessary client calls and arrange meetings
• Stay connected to social media activity and bring onboard new customers and help in retaining the existing clients

Qualifications

At least 2+ years' customer-facing experience
A bachelor's degree in business or a related field is required
Onboard and train new employees in a streamlined and efficient manner
Strong analytical skills and obsessive attention to detail, with the ability to multitask
Ability to communicate proactively - connect the dots for the customer
Passion for solving customer problems and helping them succeed
Commitment to put the customer first, with empathy and emotional intelligence
A personality that enjoys talking to customers and establishing good relationships
Ability to manage customers' expectations and experience in a way that results in high customer satisfaction
Ability to dig into complex systems to understand how they work and how they can be improved
Tech-savvy - you can quickly understand and communicate complex issues in a simple manner
An entrepreneurial spirit and a passion for improving products and processes
Excellent written and verbal communication skills
High levels of adaptability, initiative, and pro-activeness
A kind, open, fun, team-oriented working attitude
Experience working with IT applications (Intermediate Excel skills are required for this role)

Additional Information

All your information will be kept confidential according to EEO guidelines.