Customer Success Specialist

7 days ago


Pasig, National Capital Region, Philippines Vector Solutions Full time

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector's unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

To expedite the process, please submit your application using the following link: Application Link

Vector Solutions is seeking a Customer Success Specialist, responsible for working in collaboration with Customer Success Managers and their customers to assist with platform configuration, provide system-specific guidance and training to customers, and deliver elevated customer support to strategic accounts. The primary goal of this role is to ensure that customers achieve maximized value from Vector Solutions' services and products. This position requires a strong understanding of the company's offerings, excellent communication skills, and the ability to provide top-notch customer service. The Customer Success Specialist will work primarily with enterprise accounts. Team members in this role are solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Specialists have a thorough understanding of our product offerings, our customers, and our internal processes.

Under general supervision, performs work in the Customer Experience Organization; responsible for providing assistance in multiple areas of company products and services.

What You'll Do:
  • Possesses technical understanding of company products and services

  • Confers with clients to analyze current operational procedures, identify problems and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports

  • Offers support of the technical nature regarding services and products to members of the Customer Success team and clients

  • Communicates with clients concerning cause and progression of scheduled and non-scheduled computer down time

  • Distinguishes between which service requests or problems need to be handled by the CSM team and/or other service areas of Customer Services

  • Provides guidance and direction over the telephone to clients that are having difficulty obtaining desired service

  • Maintains and monitors a system of problem tracking and client service requests in order to provide a centralized client service database

  • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and develops alternative solutions.

  • Manages difficult or emotional customer situations; responds promptly to client needs; responds to requests for services and assistance and meets commitments

  • Speaks clearly and persuasively in positive and negative situations; listens and gets clarification and responds well to questions

What You'll Need:

To perform this job successfully, an individual must possess the following competencies:

  • Enjoys interacting with customers on the phone

  • Works during business hours from 8:00 am through 5:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed

  • Exhibits strong technical, organizational and writing skills

  • Trains and/or provides functional guidance to users

  • Works under deadlines with a work environment that is subject to heavy workloads

  • Deals tactfully with and resolves conflicting demands of users for service

  • Speaks effectively over the telephone or before groups of customers

  • Demonstrates flexibility due to dynamic work schedule demands

  • Manages fast-paced, high volume and time sensitive workflow

  • Displays ability to work independently to complete tasks

What We Value:
  • Teamwork - Above all, we're a team.

  • Customers First - Our customers' success is our success.

  • Make a Difference - It's not a job, it's a calling.

  • Inclusiveness - Uniqueness is powerful.

  • Act Now - We act with urgency.

  • Curiosity - We love a good challenge.

  • Ownership - We own the outcome and don't pass the buck.

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