Perseus Group, Constellation Software

Customer Success Consultant

Perseus Group, Constellation Software

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $62,000 - $75,900 per year

About the role

  • Build and manage strong and lasting customer relationships following their onboarding to ensure a smooth transition and continued success with the product.
  • Provide ongoing customer support & training to ensure customers understand how to leverage the full value of the product and its features, helping them achieve their desired outcomes.
  • Regularly analyze customer usage data and performance metrics to identify areas for improvement and growth opportunities ensuring customers get the most out of the product.
  • Monitor customer health and proactively reach out to offer solutions or additional services that can enhance their experience, such as product training, feature walkthroughs, or troubleshooting.
  • Identify at-risk customers and collaborate with internal teams (Sales, Support, Product) to create targeted strategies to reduce churn.
  • Manage cancellation and recontract process as required with the objective of increasing customer retention and capturing information that can help build improved strategies to retain customers in the future.
  • Act as the voice of the customer within the organization, providing valuable feedback to internal teams (product, sales, and support) to improve the overall customer experience and product offerings.
  • Maintain accurate records of customer interactions, training sessions, and feedback in CRM tools, ensuring all relevant information is tracked and accessible for ongoing relationship management.
  • Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers.
  • Achieve a high level of proficiency in the use and configuration of the RO Writer software, including new features as introduced to ensure customers get the full value of the software.
  • Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues.
  • Participating in the development and documentation of processes resulting in improved customer success strategies.
  • Outreach to customers to discuss latest product releases and schedule upgrades as needed.
  • Perform all other duties as assigned by immediate supervisor. Some travel will be required.

Requirements

  • 2+ years training or supporting end users
  • Experience in automotive shop management systems, is an asset.
  • Proficiency with internet browsers and MS Office.
  • Exceptional customer service skills, including the ability to work with users of all skill levels.
  • Excellent active listening skills, as well as written and verbal communication in English.
  • Strong analytical and problem-solving skills.
  • Comfortable working independently and managing workload with minimal supervision while collaborating with other remote employees.
  • Ability to gather and analyze information to configure software that meets customer requirements.
  • Anticipate, and recognize problems and opportunities.
  • Sense of urgency and commitment to excellence in customer service.
Benefits
  • Health insurance
  • 401(k) participation (with company match)
  • Paid time off (minimum of 10 days vacation for new employees)
  • Sick time based on state requirements
  • 8 Company-paid holidays and 2 personal holidays per year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer trainingdata analysisperformance metricsCRM toolsRO Writer softwareautomotive shop management systemssoftware configurationproblem-solvingprocess documentation
Soft Skills
customer serviceactive listeningverbal communicationwritten communicationanalytical skillsindependent workcollaborationsense of urgencycommitment to excellence