Customer Success Specialist (REMOTE)

The ideal candidate will have a strong interest in both business and software and must be comfortable in a customer-facing position. You will be the customer's go-to person for everything FleetUp-related and should be comfortable with discussing product capabilities, software training, and communicating the customer's voice internally.

Responsibilities:

Respond to & resolve customer escalations.

Up-sell/Cross-sell products and services

Provide customers with configuration advice, training, and problem resolution.

Troubleshoot software solutions in a wide array of configurations.

Create/maintain documentation of solutions used (workarounds, procedures, etc.).

Establish relationships with customers’ admins and users, building a reputation for yourself as someone they reach out to for advice and guidance, listening to and synthesizing complex business problems.

Be the focal point for the customers’ every need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.

Provide business guidance to admins, dispatchers, safety managers, and observers around best practices on how to use our product and platform.

Nurture the relationship with the customer through ongoing communication and periodic meetings.

Be proactive by looking at feature usage and drive adoption.

Act as customer advocate (VOC) internally while effectively collaborating with internal teams including onboarding, product management, technical support, engineering, sales and finance.

Track & monitor customer status via support tickets, identify areas of concern, and identify growth and upsell opportunities.

Requirements:

• 3+ years experience in Customer Services or similar.

• Comprehension in web/mobile environment.

• Excellent written and verbal communication skills.

• Strong individual contributor who drives results.

• Enjoys working closely with customers to ensure complete success.

• Have a personable presence and strive to achieve long term relationships with customers

• Ability to travel up to 10% (as required)

• Bilingual – Fluent in English/Spanish strongly preferred