Customer Success Specialist, MS Shift, Inc., NY, US

The Customer Success Specialist is the first point of contact for new customers and plays a pivotal role in ensuring a smooth and successful transition to the company’s SaaS platform. This role focuses on understanding customer goals, providing guidance, and setting them up for long-term success by delivering an exceptional onboarding experience.

The ideal candidate is highly organized, customer-focused, and has a passion for technology and building relationships.

Key Responsibilities

Onboarding Management :

• Guide new customers through the onboarding process, including account setup, product training, and initial implementation.
• Develop and execute tailored onboarding plans based on customer goals, industry, and use cases.
• Ensure customers are effectively introduced to the features and value of the SaaS platform.

Relationship Building :

• Establish strong relationships with customers, ensuring they feel supported and confident in using the platform.
• Act as the primary point of contact during the onboarding phase.
• Gather feedback from customers to improve the onboarding experience and address potential challenges proactively.

Collaboration with Internal Teams :

• Work closely with Sales, Product, and Customer Success teams to align onboarding processes with customer needs.
• Provide insights to the Product team about common customer pain points and feature requests.
• Partner with Technical Support teams to resolve onboarding issues efficiently.

Metrics and Reporting :

• Track and report onboarding progress and customer satisfaction metrics.
• Monitor key performance indicators (KPIs) such as time-to-value, onboarding completion rates, and churn risk.
• Identify opportunities for improving onboarding processes and reducing customer ramp-up time.

Skills & Qualifications

Education : Bachelor’s degree in Business, Communication, Technology, or a related field (preferred).

Experience :

• 3+ years in customer success, onboarding, or implementation roles, ideally in SaaS or technology.
• Experience working directly with customers to deliver product training or technical support.
• Experience calling customers and assisting them with pending opportunities.

Technical Skills :

• Proficiency in SaaS tools and platforms (e.g., CRM systems, Salesforce).
• Ability to quickly learn and explain complex software features.

Soft Skills :

• Exceptional communication and interpersonal skills.
• Problem-solving mindset with the ability to anticipate and address customer challenges.
• Strong organizational skills and attention to detail.

Key Competencies

• Customer-centric approach with a focus on delivering value.
• Strong project management and time management skills.
• Ability to work collaboratively in cross-functional teams.
• Analytical mindset to identify trends and opportunities for improvement.