TITLE**:Customer Success Specialist** LOCATION**:Remote** DEPARTMENT**:Operations** REPORTS TO**:Supervisor, Customer Success** PERCENTAGE OF TRAVEL**:0%** ***: **YOUR DAY-TO-DAY**: - Work closely with our customers to understand their business need and ensure they're able to gain value from our products. - Manage and work cases that come into the Customer Success Queue. - Handle contract renewals for customers. - Deploy reactive retention activities as needed for at risk customers. - Conduct proactive health reviews and outreach to at risk customers to mitigate risk. - Handle incoming customer questions regarding their account and contract and assist with changes as needed. - Work cross-functionally to ensure customer needs are met timely. **WHAT YOU BRING TO THE TEAM**: - 1-3 years' experience in driving successful solution-oriented client engagement. - Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention. - Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred. - Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources. - Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations. - The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results. - A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems. - Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations. - Experience with CRM systems (Salesforce, Rev.io, etc.)