Job Title: Customer Success and Support Specialist

Position Type: Contract, Full-Time, Remote

Working Hours: US - CST

About Pavago:

Pavago is looking for an experienced Customer Success and Support Specialist for our client, where you will play a pivotal role in ensuring the success of our clients by providing exceptional support and guidance throughout their journey with our products and services. Your responsibilities will include effectively managing customer support requests, conducting product demos, facilitating smooth onboarding experiences, and diligently tracking customer usage and satisfaction metrics. The ideal candidate will possess a deep understanding of healthcare or staffing industry dynamics and demonstrate a proactive approach to addressing customer needs and fostering long-lasting relationships.

Responsibilities:

• Customer Support: Learn the product thoroughly to provide accurate and efficient responses to customer support requests on a daily basis. Monitor support software platforms and communication channels (e.g., Slack) for outstanding customer support tickets. Proactively call and email customers to ensure their support issues are resolved to their satisfaction.
• Demos and Onboarding: Assist with conducting product demos, collaborating with the sales team to showcase features and benefits to potential customers. Participate in onboarding sessions for new customers, guiding them through the setup process and addressing any questions or concerns they may have.
• Customer Engagement and Satisfaction: Follow up with customers to track their usage of the product, gather feedback, and assess satisfaction levels. Initiate renewal conversations with customers nearing the end of their subscription period, aiming to secure renewals and foster long-term relationships.
• Billing and SaaS Metrics: Maintain accurate records of billing data, ensuring invoices are processed correctly and promptly. Track SaaS metrics related to customer usage, satisfaction, and retention, generating monthly revenue reports for analysis and decision-making.

What Makes You A Perfect Candidate:

• People-Oriented and Problem-Solving Skills: Enjoys working with people and assisting them in resolving issues. Fluent in English at a native American English level, ensuring effective communication with customers.
• Proficiency in Excel and Spreadsheets: Possesses advanced skills in Excel and spreadsheets for efficient data management and report generation.
• Familiarity with Software Tools: Knowledgeable in appointment scheduling software, modern CRMs, support ticketing software, and Slack for streamlined operations and enhanced customer support.
• Patient and Friendly: Demonstrates patience and friendliness, fostering positive interactions and relationships with customers.

Requirements and skills:

• Industry Background: Our ideal candidate has a solid tech industry background in customer support and engagement, adept at navigating SaaS complexities and prioritizing customer satisfaction.
• Key Competencies: Their proficiency in English ensures effective communication, while advanced Excel skills facilitate accurate billing and insightful reporting.
• Technical Proficiency: They excel in building strong customer relationships, leveraging software tools like Zoom, Slack, and CRM platforms to enhance support experiences and drive engagement.

What Does a Typical Day Look Like?

A typical day for the Customer Success and Support Specialist begins by checking support software and Slack for outstanding tickets, promptly addressing customer inquiries through calls and emails to ensure satisfaction. They then collaborate with the sales team, participating in product demos. Afterward, they assist newly closed customers in onboarding to our software, providing guidance and support. Finally, they update billing data and generate monthly revenue reports to track performance and inform decision-making.