Customer Success Specialist

We are seeking an enthusiastic and customer-focused Customer Success Specialist to join our team and provide exceptional support for our XTruLink ticketing platform. The ideal candidate will have experience in handling support and trouble tickets, conducting client trainings, and performing regular check-ins to ensure client satisfaction. Familiarity with the Blackbaud Altru CRM is a significant advantage.

Responsibilities:

1. Address support and trouble tickets in a timely and efficient manner
   • Troubleshoot and resolve technical issues related to the XTruLink ticketing platform
   • Provide clear and concise solutions to customer inquiries
   • Escalate complex issues to appropriate team members, as necessary
2. Conduct client trainings and onboarding sessions for the XTruLink ticketing platform
   • Develop and deliver customized training materials based on client needs
   • Ensure clients have a thorough understanding of the platform’s features and capabilities
   • Provide ongoing support and follow-up to address any questions or concerns
3. Perform regular check-ins with clients to assess satisfaction and identify opportunities for improvement
   • Maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded
   • Gather feedback and insights to help improve the platform and customer experience
   • Work closely with the product development team to address customer concerns and incorporate feedback into future updates
4. Collaborate with the Customer Success team to enhance overall customer experience and streamline support processes
   • Share knowledge, best practices, and solutions with team members
   • Contribute to the development and refinement of support documentation and resources
5. Stay current on XTruLink ticketing platform features, updates, and industry trends
   • Continuously expand knowledge of the platform and its capabilities
   • Utilize knowledge of the Blackbaud Altru CRM to provide additional support and expertise, as needed

Requirements:

• Bachelor’s degree in a related field or equivalent experience
• 2+ years of experience in customer success, help desk, or technical support roles
• Experience with ticketing platforms and/or CRM systems, preferably Blackbaud Altru CRM
• Strong problem-solving skills and the ability to troubleshoot technical issues
• Excellent communication, interpersonal, and presentation skills
• Ability to work independently and collaboratively within a team environment
• Strong time management and organizational skills, with the ability to multitask and prioritize
• Willingness to learn and adapt to new technologies and processes
• Availability to occasionally work outside of standard business hours, as needed

Salary:

• $40k – $48k

The Customer Success Specialist role is a full-time position with a competitive salary and benefits package. The successful candidate will play a vital role in ensuring client satisfaction and the ongoing success of the XTruLink ticketing platform. This position can be local or remote, offering flexibility for the ideal candidate.