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Customer Success Specialist - New York, NY

Greenfly

Greenfly

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, May 16, 2024

Greenfly is seeking an outstanding Customer Success Specialist to support our company’s growth. Our enterprise SaaS platform enables the world’s biggest sports and media organizations to leverage Greenfly’s short-form content ecosystem to capture, organize and share digital media across departments as well as to athletes, broadcasters, talent, and partners.

The ideal candidate for this position is organized, an excellent communicator, and a strong multitasker. You have technical experience working behind the scenes for customers, are solutions oriented, and have the ability to manage your time well in a fast paced environment. In this role, your priorities will be to support lead CSMs on our most strategic accounts, triage and solve general customer inquiries, and manage a small book of business.

Responsibilities:

  • Support strategic customer success leads on highest valued customers
  • Quickly and thoroughly resolve strategic customer tasks
  • Technically set up and maintain strategic customers’ platform experiences
  • Work cross-functionally with tech and product teams to facilitate best in class experience for strategic customers
  • Co-build a process for customer support across customer base
  • Triage customer questions or issues to ensure speedy communication and resolution
  • Be a product expert for customers and broader CS team
  • Manage a small book of business
  • Leverage product and industry knowledge to build trust and advocacy with customers
  • Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs
  • Work proactively to eliminate risk for churn, escalating customer issues as needed
  • Establish internal best practices to support scalability of efforts