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Customer Success Specialist

Experienced

Lone Wolf Technologies | Client Success

JOB SUMMARY:

Our collaborative and dynamic Customer Success group is responsible for acting as a trusted advisor to our customers.

In this role, you will work on a range of customer success activities such as collaborating on solutions cross functionally, driving customer adoption and assisting customers in identifying additional value-creation opportunities.

 

If you enjoy working in an environment where you will develop strong partnerships, function as an ambassador and advocate, with the goal of maximizing customer satisfaction – then we may be the place for you!

 

 

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Enthusiastic team player willing to take an active role in campaigns and business building initiatives with the goal of increasing customer satisfaction.

  • Execute individualized/segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for strategic accounts within assigned territories.

  • Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.

  • Work with key stakeholders to establish strong business relationships.

  • Maintain a regular cadence of contact to identify and address business needs and challenges, field requests and actively recognize cross-sell and up-sell opportunities.

  • Coordinate the involvement of company personnel to meet account objectives and expectations.

  • Support customer retention by maintaining communication with new and/or current customers.
     
  • Manage renewal activities for contracted customers.

  • Escalate issues as appropriate to appropriate representatives throughout the company.

  • Prioritize and schedule work activities to ensure established targets are achieved or exceeded. 

  • Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependence.
     
  • Successfully master departmental KPI’s

  • Performs other duties and responsibilities as assigned

Skills & Requirements

QUALIFICATIONS:

EDUCATION:  Bachelor’s Degree preferred.

EXPERIENCE: 

  • 3+ years working within a customer-facing account management type role is preferred
  • Experience working in a fast-paced, entrepreneurial, diverse and dynamic environment.
  • Proven success in a competitive or goal-oriented work environment.
  • Experience working within a CRM

 

KNOWLEDGE/SKILLS/ABILITIES:

  • Uses effective communication to demonstrate a caring and empathetic attitude
  • Strong listening and negotiating skills
  • Analytical thinking skills
  • Excellent problem-solving skills
  • Excellent written/verbal communication skills
  • Strong focus on customer satisfaction
  • Strong time management and organizational skills
  • Ability to successfully manage/execute multiple projects simultaneously
  • Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
  • Sense of energy, pride and ownership in your performance