Customer Success Specialist

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.We are seeking a Customer Success Specialist to support our Customer Success Managers and enterprise clients by assisting with platform configuration, delivering system-specific guidance and training, and providing high-level support to strategic accounts. This role is focused on ensuring customers realize maximum value from Vector Solutions' products and services.What You'll DoPossess a strong technical understanding of company products and servicesCollaborate with clients to analyze current operational procedures, identify challenges, and determine specific requirements such as data inputs, outputs, and report formatsProvide technical support to clients and the Customer Success team regarding services and productCommunicate effectively with clients about the cause and status of both scheduled and unscheduled system downtimesEvaluate service requests and determine whether issues should be handled by the Customer Success Manager (CSM) team or another service areaGuide clients via phone when they encounter issues or need assistance using our servicesMaintain and monitor a centralized system for tracking client service requests and issuesIdentify and resolve problems in a timely manner, using analytical skills to gather data and develop alternative solutionsHandle difficult or emotional customer situations with professionalism; respond promptly to client needs and service requestsCommunicate clearly and persuasively, even in challenging situations; actively listen and respond appropriately to questionsOther duties as assignedRequirementsWhat You'll Need2-3 years of experience in Customer Success, Account Management, Professional Services, or SaaS operationsBachelor's degree in Management, Business Administration, or a related field (preferred)Strong organizational and time management skills, with the ability to prioritize tasks in a dynamic environmentExcellent analytical, problem-solving, and communication skillsAbility to work under tight deadlines and manage high-volume workloadsProven ability to work independently and with cross-functional teamsComfort with technical tools and systems; experience with Salesforce and ChurnZero is highly preferredAbility to work during business hours from 8:00 am through 5:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed>> To expedite the process, please submit your application using the following link: What We ValueTeamwork - Above all, we're a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.Customers First - Our customers' success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.Make a Difference - It's not a job, it's a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.Act Now - We act with urgency. The best time to get something important done is now. We don't wait and let perfection be the enemy of good.Curiosity - We love a good challenge. We're scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.Ownership - We own the outcome and don't pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.