Customer Success Specialist (REMOTE)

The ideal candidate will have a strong interest in both business and software and must be comfortable in a customer-facing position. You will be the customer's go-to person for everything FleetUp-related and should be comfortable with discussing product capabilities, software training, and communicating the customer's voice internally.

Responsibilities

• Respond to & resolve customer escalations.
• Up-sell/Cross-sell products and services
• Provide customers with configuration advice, training, and problem resolution.
• Troubleshoot software solutions in a wide array of configurations.
• Create/maintain documentation of solutions used (workarounds, procedures, etc.).
• Establish relationships with customers’ admins and users, building a reputation for yourself as someone they reach out to for advice and guidance, listening to and synthesizing complex business problems.
• Be the focal point for the customers’ every need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
• Provide business guidance to admins, dispatchers, safety managers, and observers around best practices on how to use our product and platform.
• Nurture the relationship with the customer through ongoing communication and periodic meetings.
• Be proactive by looking at feature usage and drive adoption.
• Act as customer advocate (VOC) internally while effectively collaborating with internal teams including onboarding, product management, technical support, engineering, sales and finance.
• Track & monitor customer status via support tickets, identify areas of concern, and identify growth and upsell opportunities.

Requirements

• 3+ years experience in Customer Services or similar.
• Comprehension in web/mobile environment.
• Excellent written and verbal communication skills.
• Strong individual contributor who drives results.
• Enjoys working closely with customers to ensure complete success.
• Have a personable presence and strive to achieve long term relationships with customers
• Ability to travel up to 10% (as required)
• Bilingual – Fluent in English/Spanish strongly preferred