#Customer Success Specialist- Job Description

Hostbooks Limited is a fast-growing start up searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We- re specifically looking for a customer success specialist, who will roll up their sleeves and help the team from inside the trenches. As a key member of our customer success team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this Role : 

- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

- Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services

- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

- Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities : 

- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals

- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

- Collaborate, problem solve, and/or strategize upcoming client meetings with team members

- Up-selling & Cross-selling of products to the existing satisfied clients.

Required Skills and Qualifications : 

- 1-2 years of experience in communications, support, account management, or customer success

- GST, Accounting & Basic software knowledge

- Strong verbal and written communication, strategic planning, and project management skills

- Analytical and process-oriented mind-set

- Comfortable working across multiple departments in a deadline-driven environment

- Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred Qualifications

- Graduation (any) - Commerce Preferably

- Knowledge of Accounting software is a plus

- Basic MS Office knowledge

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