Client Success Specialist

Job Title: Client Success Specialist

Location: Pittsburgh, PA (Hybrid)

Travel Expectation: Occasional

Job Description

Role:

Serve as the primary point of contact for our clients, ensuring they achieve value from our products and services. Responsible for building strong relationships, assisting with onboarding, providing ongoing support, and working closely with our product and sales teams to deliver an exceptional customer experience. Your goal is to drive client satisfaction, retention, and long-term success.

Responsibilities:

• Receive and respond to client inquiries quickly and efficiently;
• Collaborate with cross-functional teams to diagnose customer issues and come to an expeditious resolution;
• Investigate and problem solve a wide range of customer inquiries both through email and phone calls;
• Create and maintain customer support articles for new and updated features and functionality that coincides with product updates;
• Share customer feedback and functionality requests with the Product Management team;
• Build strong relationships with customers, ensuring trust and 100% satisfaction;
• Review and test new product functionality.

Qualifications and Education Requirements:

• The ability to work independently on multiple projects simultaneously with minimal direction;
• Excellent written, verbal and interpersonal communication skills, problem solving and conflict management;
• The ability to quickly diagnose customer issues, provide seamless resolutions, and effectively share this information with other team members;
• The ability to learn new programs quickly is essential;
• Strong knowledge of Microsoft Office Suite is required;
• Friendly, outgoing, empathetic and customer focused;
• Willingness to work variable hours as needed;
• Bachelor s degree or equivalent experience;
• Must be trustworthy and possess a high level of integrity.

Competencies:

• Integrity and Trust
• Written Communications
• Problem Solving
• Customer Focus
• Priority Setting