Our Client Success Team is seeking a Client Support Specialist (CSS) who is responsible for building and maintaining customer relationships to ensure customer experience, retention and growth. This individual must possess a customer-first attitude combined with an understanding of Software as a Service (SaaS) support, to ensure that all customer requests are properly documented, managed, met and communicated. Working with a range of different client types, complexities and systems, our Client Support Specialists are a vital component to the overall customer experience. This individual is great team player with the ability to problem solve, is proactive, organized, and detail-oriented, with the ability to multi-task in a diverse and fast-paced environment.

Track and own Client Success Metrics, Client Satisfaction, Response Times and Reference Statuses
Provide continued customer support through various methods including; phone calls, emails, meetings, etc…in case management system (Microsoft Dynamics).
Ensure customer experience and satisfaction while actively monitoring Customer Success metrics
Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers while developing deep customer loyalty
Adhere to and improve all service processes including accurate and timely updating of applicable systems
Manage multiple projects simultaneously ensuring that Veriforce meets or exceeds customer expectations
Assist with the development of communications to customers regarding system and program changes
Troubleshoot system errors, issues and provide workable resolutions
Implement client success best practices in a variety of use cases and industry verticals
Create and/or customize reports, as requested
Assist with questions regarding clients’ vendors
Supports, participates and adheres to the organization’s Information Security Management System program, complying with all established policies and procedures relating to the ISMS program
Works with computer systems/databases and CRM daily
Other duties as assigned