Hiring! Customer Success Specialist(remote)

Description: What you’ll do:

Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s).
Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage.
Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value.
Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests.
Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions.
Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements.
Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs.
Escalate appropriate retention efforts to their manager.
Participate in Root Cause Analysis including incident and problem management activities.
Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis.
Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results.
Dedicate yourself to becoming well-versed in the SLED and FED procurement processes.
Clearly and professionally communicate with customers.
Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency.
Other job duties as assigned to meet the business needs.
What you’ll need:

Bachelor’s degree preferred. Proven work experience will be considered in lieu of a degree.
1+ year of call center or support center experience.
Strong interpersonal, facilitation, listening, and relationship-building skills.
Thorough understanding of market research, data collection, and analysis.
Excellent verbal and strong communication skills.
Ability to prioritize and handle multiple requests concurrently.
Ability to problem-solve and bring a timely resolution to issues.
Ability to work independently and to be self-motivated based on pre-defined goals.

Job type: Full‑time

Work mode: remote