Customer Success Specialist (CSS)
1. Customer Success Specialist (CSS)
Fast Lane seeks a self-motivated, dynamic, ambitious and energetic individual who understands the value of sales and operations within an organization. We provide a collaborative work environment with a focus on hiring smart and innovative individuals who strive to be difference makers. We believe that it’s our employees that drive our success. We are continuing to build a strong team of individuals who love to win business and know how to have fun doing it.
Role: Customer Success Specialist (CSS)
Reports to: Operations/Sales Manager
Position Classification: Salary Exempt
Compensation: Competitive Salary and Bonus Opportunity
Position Location: US Remote Position
2. Responsibilities:
Work daily with assigned Strategic Account Executive (SAE) and support them on growing their accounts
- Support the SAE on account strategy development
- Nurture new sales opportunities through inbound lead follow-up
- Follow up on named account to do’s
- Work closely with clients and prospects to identify their needs and requirements
- Recommend business solutions considering customer needs
- Effectively articulate the value proposition associated with Fast Lane’s products and services
- Work with SAE and support the SAE on capturing complete and accurate data in internal CRM tool
- Process registrations within the internal CRM tool
- Support opportunity management process within CRM tool for all dedicated customer opportunities
- Create and run reports essential for sales and operations
Product Knowledge
- Complete understanding of value propositions for different vendor offerings
- Understands certification and certificate tracks
- Continuously updates knowledge and keeps up with updates and product changes
Quality Course Delivery
- Follow up on all students who attended open enrollment programs
- Review and follow up on class evaluations
- Speak with product managers and operations about delivery issues
- Complete full circle follow up on customer satisfaction issues and resolution
- Work with SAE on customer communication
Customer conversation and follow up
- Follow up on inbound web questions from customers
- Follow up on online web registrations
- Find answers to customer questions so you can correctly answer
- Handle class cancellation calls
- Maintain history of customer conversations in CRM
- Maintain vendor interest and correct contact information of customer in CRM
- Contact customers for follow up regarding payment
The successful candidate will have the following characteristics:
- 1-2 years successful track record in Operations or inside sales role
- Strong teaming skills and ability to collaborate strategically with other
- Can do, people orientated positive attitude is essential
- Strong organizational, verbal, and written skills
- Skills using productivity and collaboration tools including but not limited to:
- World Wide Web (research accounts)
- Windows 10 Operating System
- Microsoft Excel, Word and Outlook
- Microsoft Teams
- Skype for Business
- Zoom
- CRM skills and understanding
- Ability to multi-task, priorities, and manage time effectively
- Experience with communication over the phone
- Strong listening skills
- Ability to handle multiple clients simultaneously in a fast-paced environment
Interested in working at Fast Lane / Directions Training?
We would be happy to review your resume.
Please contact us at michelle.carpenter@fastlaneus.com.