Customer Success Specialist

Purpose

A Customer Success Specialist is a key specialist responsible for ensuring the successful implementation, adoption, and long-term use of a product by customers. The main objective is to maximize the value of the product for clients, reduce churn, and enhance customer satisfaction.

Required Experience and Skills

Work Experience:

• 3+ years in Customer Success, Customer Support, or Account Management in IT, SaaS, or B2B industries.
• Experience in automating customer service, using CRM and Helpdesk systems.
• Hands-on experience in onboarding and customer support process implementation.
• Familiarity with customer experience metrics (NPS, CSAT, Retention, Churn).

Key Skills:

• Digital proficiency working with CRM systems (Salesforce, HubSpot, Zendesk), analytics, and automation tools.
• Customer service skills communication, empathy, and a proactive approach.
• Process thinking ability to analyze, systematize, and optimize processes.
• Flexibility and adaptability ability to work in a dynamic environment.
• Fluency in English, Russian, and Azerbaijani (for international collaboration).

Additional Advantages

Experience in SaaS, IT, or fintech.
Knowledge of customer analytics and reporting tools (Google Analytics, Power BI, Looker).
Experience in customer service automation (chatbots, Helpdesk, self-service platforms).
Project management skills (Trello, Asana, Jira).

Responsibilities

Key Responsibilities and Duties

1. Onboarding and Customer Adaptation

• Managing the product implementation process for clients, including training, setup, and integration.
• Developing and conducting training programs, webinars, guides, and instructional materials.
• Setting up onboarding processes to help customers achieve their goals faster.

2. Customer Support and Relationship Management

• Regularly engaging with customers to increase their product usage and involvement.
• Providing proactive assistance in problem-solving and analyzing customer feedback.
• Building trust-based relationships with clients and identifying their needs.

3. Customer Service Process Optimization

• Creating a knowledge base (FAQs, video tutorials, articles).
• Automating customer support through CRM, Helpdesk systems, and chatbots.
• Deep understanding customer service standards (SLA, KPI, NPS).

4. Analytics and Metrics Management

• Monitoring customer engagement metrics (NPS, CSAT, Churn Rate, Retention Rate).
• Analyzing product usage data and developing strategies to increase user activity.
• Assessing customer satisfaction and identifying areas for improvement.