Customer Success Specialist

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November 24

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Firstup

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Enterprise • HR Tech • SaaS

Firstup is a comprehensive employee experience platform designed to deliver highly personalized communication at scale. It offers an intelligent communication platform that connects with any environment, while ensuring data security and infrastructure integrity. Firstup's solutions aim to engage employees through various channels including email, mobile apps, and intranet, making every interaction meaningful across the employee journey. The platform integrates seamlessly with tools like Microsoft 365 and ServiceNow to enhance service management and workforce productivity.

201 - 500 employees

🏢 Enterprise

👥 HR Tech

☁️ SaaS

📋 Description

• Guide assigned customers through the 36-month customer journey • Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn • Work closely with internal teams to coordinate customer activities and ensure a seamless experience throughout the journey • Partner with Business Value Consultants to iterate on the blueprint for success • Work to ensure high customer satisfaction, health and overall success to drive renewals

🎯 Requirements

• Bachelor’s Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience. • One or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company. • Demonstrated ability to manage individual and engagement-wide scope of work. • Prior experience successfully supporting customers with onboarding, renewals, and expansion processes. • A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues • Ability to collaborate internally with multiple teams and be the voice of the customer. • Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.

🏖️ Benefits

• excellent PTO program • great health benefits • casual and friendly environment • remote work • leadership team who truly believes in your growth