NexGenCAM LLC Customer Success Specialist Remote · Full time

Apply for Customer Success Specialist

Position Overview:

The Customer Success Specialist (CSS) plays a vital role in ensuring that our customers have a positive experience with our products and services from day one. As a CSS, you will be the primary point of contact for our customers, guiding them through onboarding, addressing their needs, and helping them achieve their business goals. Your work will directly contribute to customer satisfaction, retention, and long-term success.

Key Responsibilities:

1. Onboarding and Training:

○ Assist new customers with the onboarding process, ensuring they are set up for

success from the start.

○ Instruct customers on how to access software and support so that they can fully

understand and utilize our offerings.

2. Customer Support:

○ Serve as the first point of contact for customer inquiries and support requests.

○ Troubleshoot issues and coordinate with internal teams to ensure timely

resolution.

○ Maintain regular communication with customers to keep them informed and

satisfied.

3. Customer Relationship Management:

○ Build and maintain strong relationships with customers by understanding their

needs and goals.

○ Conduct regular check-ins and follow-ups to monitor customer satisfaction and

identify opportunities for improvement.

○ Assist customers in optimizing their use of our products to achieve maximum

value.

4. Renewals and Retention:

○ Support the renewal process by ensuring customers are satisfied and aware of

the benefits of continuing their subscription and support.

○ Identify potential upsell and cross-sell opportunities to further enhance customer

value.

○ Proactively address any concerns or issues that could impact customer retention.

5. Feedback and Improvement:

○ Gather and relay customer feedback to internal teams to drive product and

service improvements.

○ Participate in the development of new customer success initiatives and

programs.

6. Documentation and Reporting:

○ Maintain accurate records inside of Salesforce of all customer interactions,

support requests, and resolutions.

Qualifications:

● Bachelor’s degree, HR, Communications, or a related field is recommended.

● 1-3 years of experience in customer service, support, or a related role.

● Strong communication and interpersonal skills with a customer-centric mindset.

● Ability to manage multiple tasks and priorities in a fast-paced environment.

● Familiarity with CRM software and customer support tools.

● Problem-solving skills and a proactive approach to customer service.

● Extensive customer facing experience required, with the ability to handle customer.

complaints, misunderstandings and deliver value over the phone.

Preferred Qualifications:

● Experience in the Manufacturing sector or with SaaS products.

● Experience with Salesforce is helpful but not required.

● Previous experience in customer success or account management roles.

Why Join Us?

● Be part of a team that values customer satisfaction and strives for excellence in every interaction.

● Work in a collaborative and dynamic environment with opportunities for growth and development.

● Competitive salary and benefits package.

• Compensation Expectation - Base + Commision (Estimated - $50,000 base and up to $15,000 in quarterly bonuses)