Careers @ Hermis

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Customer Success Specialist

Job Description

The role of Customer Success Specialist (CSS) is an absolutely critical role within the Customer Organization at Hermis. The CSS is *the* conduit between the client and the Hermis team. A successful CSS will have the exceptional people skills needed to manage around any client issue and the organizational skills to navigate the internal Product & Sales organizations to ensure that the client gets exactly the results they need. Although challenging, the role can be exceedingly rewarding when clients are delighted and success is achieved. Submit your resume today and a member of the Hermis Customer org will be in contact right away!

Responsibilities

The key responsibilities for this role:

  1. Onboarding new clients
  2. Onboarding new partners
  3. Training new clients and partners
  4. Ensuring client time-to-value metrics are met
  5. Provide closed loop feedback to Product and Support
  6. Build and deploy process framework and best practices

Requirements

    The key requirements for the role:

    1. Exceptional at client relationship development and management
    2. Comfortable with a SaaS product deployment
    3. Analytical in evaluation of client needs
    4. Exceptional ability to build trust and transparency with clients
    5. Ability to act as an advocate for clients while engaging with the business (Product & Support)
    6. Ability to identify opportunities for additional engagement with clients
    7. Ability to help drive long term client loyalty

    Skills

      To be successful, you should have the following skills:

      1. Highly organized
      2. Exceptional attention to detail
      3. Strong written and verbal skills
      4. Proven ability to multitask and work with deadlines
      5. Strong project management skills
      6. Desirable prior experience with Video Conferencing or Event Management software
      7. Impeccable customer service skills
      8. Working knowledge of best practices in customer service & retention
      9. 2-5 years of Client Success experience