Customer Success Specialist

Описание вакансии

Customer Success Specialists (CSS) play a critical role in customer retention within the Customer Success organization at Weave. The CSS team focuses on identifying at-risk accounts, understanding the underlying business needs of each practice, and executing retention strategies that reinforce the value of staying with Weave. Through timely engagement and targeted outreach, CSS works to address concerns, align solutions to customer goals, and guide accounts through changes that impact their decision to remain on the platform. CSS helps reduce churn, strengthen customer relationships, and ensure long-term account stability.

Success in this role is achieved by customer-obsessed individuals who are highly motivated to provide exceptional, world-class service to our customers, helping them become champions of our product through the expression of Weave’s value, mitigating churn and financial risk, all while balancing this with being our customers' advocate.

• This position will be hybrid (Monday-Wednesday in office, Thursday-Friday are optional work from home days)
• Reports to: Customer Experience Team Lead

What You Will Own

Creating Customer Champions:

• Consult with each customer on products or features not currently being utilized to provide them with more tools for success.
• Give suggestions as you see opportunities for customers to use their features more effectively.
• Provide value for Weave’s products by educating customers on the advantages of the services they are utilizing.

Mitigating Risk:

• Review case and call history to gain a better grasp of customer situations, while providing escalation paths that win back customer loyalty.
• Review overall accounts to gain intelligence on how the customer is currently utilizing Weave, and finding and sharing opportunities for them to succeed, while pushing value for underused products and services.
• Providing basic and enhanced training opportunities, while also helping to gain insight on desired features/functionality, and sharing details with the Product team.
• Helping illuminate areas that will help the customer save money, staying ahead of technical issues/incidents, while also helping them to remain with the service.
• Offer additional training/consultation when downgrade risk is presented.

RMAs:

• In this role, you are responsible for checking warranty status, assisting in phone swaps, and sending upsell requests for equipment to the sales team.

Upsell:

• To be successful with upsell/added revenue, it is essential to help our customers feel confident and motivate them to purchase additional services and products at Weave by showing the value and effectiveness of those products and routing to sales.

Account Questions / Ticket Management:

• Customers will have account questions, and as an expert in our product, customer and business systems, you’ll succeed in taking the time to ensure their questions are answered. You are responsible for timely case management for all queues relating to this role.

What You Will Need to Accomplish the Job

• Demonstrate Weave's core values
• Ability to demonstrate ethical behavior and decision making at all times
• Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor
• Ability to build relationships with a wide variety of customers
• Excellent written and verbal communication skills

What Will Make Us Love You

• Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.