Customer Support Specialist, Premium
DeepL
Cloud
Customer Experience Manager
Assured Benefits Administrators
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cyber Security
About the role
- Manage the entire customer lifecycle, from supporting sales in positioning Elite Services to onboarding, utilization, and growth.
- Oversee onboarding of largest and most strategic accounts, coordinating internal technical teams and customer stakeholders to ensure timely delivery.
- Act as subject matter expert for assigned accounts and build strong multi-threaded relationships within customer organizations.
- Conduct regular check-ins to ensure customers fully utilize purchased solutions, monitor customer health, and proactively address concerns.
- Partner with sales to identify expansion opportunities within existing accounts.
- Work closely with Sales, Product, and Support to deliver a consistent and cohesive customer experience.
- Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
- Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
- Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
Requirements
- 3-7 years in a customer success, customer experience, sales, project management, or account management role, preferably in SaaS or cybersecurity.
- Familiarity with Salesforce and other customer success tools (e.g., Planhat, or similar).
- Experience managing technical projects.
- Exceptional verbal and written communication skills, with the ability to engage technical and non-technical stakeholders.
- Strong project management skills and ability to juggle multiple priorities with attention to detail.
- Proactive, solutions-oriented problem-solving mindset focused on high-quality results.
- Customer-centric approach and passion for ensuring customers achieve desired outcomes.
- Collaborative team player able to work cross-functionally in a fast-paced, growth-oriented environment.
- Bachelor’s degree or equivalent experience in a related field.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer lifecycle managementonboardingcustomer health monitoringaccount managementproject managementtechnical project managementreport buildingprocess refinementdocumentation creationscript building
Soft skills
communication skillsrelationship buildingproblem-solvingcustomer-centric approachcollaborationattention to detailproactive mindsetmulti-taskingsolutions-orientedteam player
