Customer Success Specialist

  • Yip Yip, Inc.
  • Atlanta, GA, USA
  • Sep 14, 2018
Full time B2B B2C Technical Solutions

Job Description

As a member of the Yip Yip Customer Success team, you turn customers into fans. Responsibilities include training customers on how to use the platform, strategizing on increasing customer adoption, growth and reducing churn. This candidate will also learn/creating industry best practices, trouble-shooting issues, and fielding new feature ideas and requests. We provide our customers with superior support, and we educate them with the resources they need to accomplish their goals.

In this position, you’ll have a ton of fun and be part of a company that truly values a positive team culture while encouraging professional development. As is normal in startup companies, this position has several key tasks but also requires the person to participate as part of the launch team. This requires the individual to be willing to work hard, work beyond a traditional role of only doing your tasks and be excited about helping to grow a thriving organization. 

 

Responsibilities

1. Serve clients
• Learn our web application and product process to help clients start using our product to grow their businesses.
• Use phone, live chat and any other systems that we create to help serve and communicate with our clients
• Be creative and helpful to discover best practices
• Lead product launch and onboarding activities
• Ask clients for feedback and input to refine our processes and make them better and more effective for our clients while maintaining company profits

2. Process Management
• Create and manage systematic processes and knowledge bases and instructional videos for our clients
• Create processes and manuals for future team members

3. Participate as key member of startup team.
• Provide feedback, give ideas and take the lead of multiple tasks to help the company move out of startup to a profitable, growing company.

4. Other Job Requirements
• Demonstrates a positive attitude, enthusiasm and cooperation with clients.
• Extremely organized, computer skills and knowledge of product and
technology we use to demonstrate product and services
• Excellent verbal and written communication skills.
• Excellent relationship building skills with both employees and customers.
• Represent the company (and yourself) with integrity, passion and
enthusiasm for yourself, life and our company.

 

Qualifications
• Bachelor’s degree preferred
• 2+ years of experience in a service role (ie. service coordinator, account management or similar role)
• Outgoing personality and excellent relationship building skills with both employees and customers.
• An inquisitive problem-solver with excellent critical thinking skills and analytical expertise
• Experience in project management and process improvement
• Genuine interest in technology and marketing
• Excellent writing and communication skills (oral and written)
• A passionate, positive and hard-working attitude
• Passionate about turning customers into fans
• Proficiency with Google Drive and CRM