Sr. Customer Success Specialist | REMOTE

Work Set-up: Remote - Philippines Start Date: TBD Schedule: 10PM - 7AM Manila Equipment: BYOD What does a day in the life of a Sr. Customer Success Specialist look like? Provide high-quality, personalized support to customers at every stage of their lifecycle, including pre-sale, onboarding, and ongoing use, with a focus on rapid response, accurate information, and a friendly demeanor. Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick. Comfortably communicate with customers over email, Slack, and on the phone. Choose the right communications channel for each customer and adapt your style accordingly. Prioritize where you spend your time, while making sole proprietors and large enterprise customers alike fanatical supporters of our product. Solve problems without a script or checklist. Get to know your colleagues across the company so you’ll know who to escalate issues to. Translate common customer needs into actionable advice for product management, engineering, and design to build a better product. Know how to talk to everyone, from engineers to finance to the CEO. You'll work closely with them all. Quickly become an expert of the product. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology. Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale What are the required qualifications for a Sr. Customer Success Specialist? 2+ years of experience in a customer success position. Entrepreneurship and drive: We want people who are proactive self-starters who ask forgiveness, not permission. Technical curiosity and excitement: You enjoy exploring technology and consider it one of your hobbies. Customer empathy and an ability to adapt to customers with varying levels of technical skill. Strong communication skills: You’ll be spending most of your day communicating with customers and with our team. Nice-to-haves: Prior experience with SaaS account Any CRM Tool Experience with CAD Knowledge of the home improvement industry Analytical skills and a love of data Ninja Perks and Benefits Adherence to government-mandated benefits Retirement Savings Program with Company Matching Life Insurance HMO on day 1 Paid time off, birthday leave Opportunities for skills training and personal and professional development Employee referral program Experience...

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