ABOUT THE ROLE

The Customer Success Specialist will be responsible for the relationship with our small-mid sized customers. This role is responsible for engaging with customers to ensure satisfaction, address concerns, and optimize their experience through ongoing communication, strategic guidance, and value-driven interactions.

This role is primarily reactive, focusing on responding to customer inquiries, addressing issues, and ensuring customer satisfaction. The ideal candidate will be a strong communicator who can efficiently handle customer needs while collaborating with internal teams.

What you’ll do:

• Act as the main point of contact for small-mid customers, addressing their questions, issues and requests in a timely manner.
• Lead new customer onboarding (Launch and Metrics), including kickoff meetings and platform training sessions), to ensure a seamless transition from sales to post-sales by setting clear expectations.
• Ensure that appropriate client contacts, documentation, meetings and projects, and risk are added to Salesforce and Gainsight and are kept up-to-date regularly.
• Forecast and manage churn risk, handling customer conversations and objections, escalating to the appropriate stakeholders when necessary.
• Coordinate internally and externally customer contract requirements, collaborating with Sales Account Managers, as needed.
• Lead one-to-many communication and updates to customers via Gainsight, providing a white-glove approach in mass.
• Monitor customer product usage and health to ensure adoption.
• Be an expert on system functions and features to make recommendations and advise clients, continuously driving product value and ROI to key customers.
• Liaise closely with the support team to understand risky customers with high support needs or open cases.
• Coordinate with CX & Enablement and Support to understand and push best practice and enablement workshops to customers.
• Work with Sales Account Managers to support upselling conversations when uncovered.

ABOUT YOU 

Who You Are:

• Bachelor’s degree or equivalent experience in business, or related field.
• Exposure to Customer Success or Customer Service strongly preferred.
  
• Ability to perform within a fast-paced, multi priority setting.
• Native or bilingual proficiency in English.
• Customer-first mentality; ability to empathize and build customer loyalty.
• Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration.
• Strong critical thinking, analytical, and complex problem-solving skills.
• Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive.
• Excellent interpersonal skills for phone troubleshooting and writing skills through email.
• Excellent time management and communication skills.

Extra Credit:

• Experience with delivering on-site training and webinars and/or pre-sales demonstrations.
• Experience working in the Fashion industry is desirable.
• Previous experience with technical integrations.
• Italian and/or French language proficiency preferred.

We value diverse perspectives and recognize that skills and experiences can be gained in various ways. If you're excited about this opportunity but don't meet every single requirement listed, we would love to hear from you and encourage you to submit an application!  

ABOUT THE CUSTOMER SUCCESS TEAM

We work as one team to go above and beyond for our customers. We act as their voice and champion. Our success is our customers' success.

We build and maintain client relationships to ensure happiness, adoption, and renewal. We support clients by continuously advising them as partners and keep them up to date on our new initiatives and innovative updates to pave the way for customer growth.

Our mission is to provide the best client experiences through meaningful partner relationships that showcase the Launchmetrics' value of creating efficient, impactful, and measurable brand experiences.

OUR RECRUITMENT PROCESS

1. Intro Call 
2. Meet & Greet 
3. Skills Assessment 
4. Culture Fit Interview 
5. Leadership Interview

WHY YOU’LL LOVE LAUNCHMETRICS

We're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. Our international team is filled with enthusiastic, motivated individuals who enjoy their work. Autonomy empowers our team members, allowing them to make a substantial difference in our business, for our customers, and within our organization. When you become part of our team, you'll have access to growth and advancement possibilities, including a learning and development allowance, a benefits package tailored to each location, and flexible work arrangements, along with support for establishing your home office and other perks.

OUR COMMITMENT 

Launchmetrics is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you’ll be meeting with know.