Customer Success Specialist job in Fully Distributed

The Customer Success Specialist is responsible for owning the launch life-cycle for customers completing an implementation with Exponent Partners. This position is a part of the Customer Success team but works with multiple departments within the organization, including Business Development, Product, and Services areas. The role of the Customer Success Specialist is to provide a seamless and personal transition experience for new customers while streamlining processes and maintaining a proactive customer success model.

This position requires someone with exceptional communication and problem-solving skills. The ideal candidate will be someone who drives to uncover the root cause of a problem, can quickly analyze potential solutions, and makes clear and informed recommendations.

What We’re Looking For:

• Bachelor’s Degree or equivalent work experience;
• Salesforce certification prior to employment required;
• 2-3 years of experience working with Salesforce and related products in implementation, customer success, and/or account servicing;
• Creative problem-solver that can envision and articulate solutions to complex customer problems and issues;
• Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely and the ability to actively listen;
• Strong team player who is organized, motivated, and has the ability to thrive in a multi-tasking environment;
• Experience working on diverse teams;
• High level of attention to detail and accuracy;
• Ability to work effectively across multiple teams: sales, product, delivery, operations, and customer support.

What You Will Be Doing:

• For existing customers, providing re-training (as needed) and first-level support for product issues.
• Maintaining existing materials and creating new, sometimes tailored, training materials for new customers and products.
• Providing superior customer support via email, telephone, and video conferencing to nonprofit customers.
• Helping customers find creative uses for their suite of services to meet their needs.
• Acting as subject matter expert for technology in the nonprofit spaces we serve, namely philanthropy, fundraising, education, and human services, including developing documentation related to customer training and user guides.
• Developing expertise in all products and solutions that Exponent Partners might utilize, especially ECM and Salesforce.
• Hosting training sessions, training clients and clearly communicating the benefits and functionality of each solution.
• Collaborating with the Customer Success Manager on outreach strategy to increase customer engagement and maintain high levels of customer retention.
• Maintaining accurate records and providing pertinent reporting about customers’ adoption or ongoing barriers.
• Working with internal teams to gather insight about customer behavior and product feedback to fuel customer success and Exponent Partners’ growth.
• Continuously improving knowledge, skills, and processes.
• Actively participating in the company’s inbound marketing processes (e.g. creating blog content, social media, etc.).

What You Can Expect:

• Competitive pay and total compensation package, including commission, a 401(K) employer match, and participation in an Employee Stock Ownership Plan (ESOP).
• Excellent benefits, including employer-paid health coverage, and a generous vacation policy that grows over time.
• A fun and a collaborative environment full of high-caliber professionals.
• A flexible, remote work environment with zero commute time.
• Opportunities for innovation and tackling complex challenges.

Who We Are:

Exponent Partners is a passionate, mission-driven, organization that exclusively serves nonprofits. We strive to be a changemaker that drives positive, progressive change using the tools at our disposal; and to build an organization that is good for our employees and that reflects the kind of values that we want to see in our community and society. We aspire to an organizational culture that is equal, diverse, curious, growth-minded, innovative, results-focused, and progressive - just like the society that we wish to be part of!

Exponent Partners is committed to building a diverse team that represents a variety of backgrounds, perspectives, experiences, and skills because we believe diversity drives innovation and impact. We strongly encourage people of color, women, and LGBTQ candidates to apply.