[Remote] Customer Success Specialist
Note: The job is a remote job and is open to candidates in USA. Sunbird Software is focused on delighting clients and enhancing their user experience. They are seeking a Customer Success Specialist who will support clients by conducting proactive engagements, resolving challenges, and ensuring clients maximize the value of their solutions.
Responsibilities
- Conduct Customer Success Sessions to:
- Resolve client issues and ensure their needs are addressed
- Identify opportunities for increased ROI through feature adoption and integrations
- Onboard or offboard client team members from Support Portal as required
- Gather data on solution usage, track feature requests, and monitor licensing needs
- Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME
- Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools
- Assist clients who opted for DIY implementation by providing proactive guidance and support
- Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary
- Contribute to process improvements by sharing insights, best practices, and developing client resources
- Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings
Skills
- Demonstrated ability to learn and apply new tools or strategies quickly
- Strong interpersonal and communication skills with a client-first approach
- Ability to manage multiple client interactions and prioritize tasks effectively
- Comfort working primarily on the phone and via virtual meeting platforms
- Eagerness to learn new systems and adapt quickly to changing priorities
- Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom)
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
- Customer service experience preferred, with exposure to customer success a plus
- Basic understanding of IT or data center operations is a plus
- Experience working with CRM systems, ticketing tools, or virtual meeting platforms
- Experience with Sunbird's DCIM Solution
- Ability to communicate technical concepts clearly and effectively to non-technical audiences
- Self-motivated with a strong desire for professional growth
- Degree not required; equivalent experience will be considered
Benefits
- We have amazing PTO Policy that allows you to take care of yourself and your family
- We offer medical, dental, vision and life insurance to employees
Company Overview