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
    • LinkedIn
    • 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.