Jobs > Customer Success Specialist

Added April 8th, 2019

About DivvyHQ

DivvyHQ is the leading content marketing platform in the world. DivvyHQ makes it incredibly easy for global organizations to get organized, plan, produce and publish content more efficiently. Bottom line, we simplify the entire process and workflow, so content creators can focus on what they are good at…creating quality content.

Position Description

As a Customer Success Specialist, you’ll be a primary point person responsible for supporting and managing the success of designated DivvyHQ clients. You’ll work closely with our sales and onboarding experts to get new clients engaged with the platform, provide training and technical support when needed, and build rapport with existing clients to ensure they achieve their desired outcomes.

Responsibilities:

  • Nurture a long-term, trusted-advisor relationship with each assigned client and drive ongoing strategy, adoption and training engagements
  • Provide timely responses to support questions or technical issues
  • Work with clients to establish success goals, or other key performance indicators and aid the client in achieving those outcomes
  • Assist clients in developing implementation strategies for cross-departmental adoption of DivvyHQ
  • Leverage customer health monitoring technology tools to identify red flags and notify sales and the product team of new opportunities to ensure customer retention and satisfaction
  • Schedule ongoing email and phone engagement and account reviews with clients, particularly as major changes occur (champion turnover, new staff training, new business initiatives)
  • Create and deliver customized presentations and demonstrations via web conference
  • Assist the marketing and product teams in developing content (email campaigns, blog content, ebooks, case studies, webinars, etc.) that will resonate with and nurture both prospective and current clients
  • Develop, prepare, and nurture clients for advocacy

Requirements:

  • BA/BS degree or equivalent work experience
  • Minimum of 3+ years of customer support, account management, sales or similar experience within either SaaS, software/tech or a digital marketing agency
  • Proven track record of servicing key accounts to improve customer satisfaction and retention
  • Demonstrated account portfolio planning competency with an ability to prioritize work
  • CRM experience preferred, including competency using multiple software tools (i.e., Totango, Zendesk, Infusionsoft, Salesforce, Hello Sign, Go-To-Meeting)
  • Excellent verbal and written communication skills and acumen to deliver customized presentations to executives and key stakeholders
  • Ambitious, self-starter attitude that thrives in a collaborative team environment
  • Strong interpersonal skills and a positive attitude
  • A good sense of humor

Time Commitment: Full-Time

Compensation: Salary

Location: Kansas City, Missouri

DivvyHQ is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender or religion.

To apply, please email your resume and cover letter to jobs [at] divvyhq.com.