Customer Success Specialist

Location

Work from home | India

Job description

• As the Customer Success Specialist, you will work directly with our SMB customers throughout the entire customer lifecycle
• You will be expected to drive results that tie back to strategic business goals for your team s goals
• The Customer Success Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations

Primary Role Responsibilities:

• This is an exciting opportunity to play an integral part in Bugcrowd s Customer Success program
• We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment
• Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success
• You are expected to thrive - not in a silo, but in an incredibly well-resourced, supportive, customer fueled environment

In this CSS role, you will perform the following tasks:

• Own, review and work with customers, researchers and internal teams to resolve aging submissions queue in Freshdesk
• Support the TCSMs with client issues, credentials, and general administrative work.
• Support TCSMs with meeting preparation and follow-up.
• Understand client requirements and expectations, and then manage and implement an actionable strategy for delivering a successful program that meets or exceeds the client s standards/expectations.
• Provide detailed documentation for all client interactions while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities.
• Manage client and team feedback, by collecting, analyzing, and interpreting the feedback to provide invaluable input and guidance to the Product team.
• Document process, client notes, strategic plans etc in Gainsight/Salesforce/Freshdesk, etc.
• Function as a customer advocate and provide internal feedback on how bugcrowd can better serve our customers including tracking and escalating issues and feature requests
• Address customer inquiries based on specific SLAs and ensure the team has clear expectations for doing the same.
• Create programs in Salesforce, Gainsight and Bugcrowd Platform
• Leverage Gainsight, Salesforce, Tableau and/or other tools to identify trends, pursue opportunities and escalate/remediate gaps.
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full.
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention and other opportunities.
• Internal and external communication around deliverables, scheduling, and expectations
• Prepare reports or attain data, often of a complex or confidential nature
• Reviews project requirements, identifies interdependencies with internal or external departments or service providers, delegates responsibilities, and ensures that work is completed as needed
• Monitor Slack Channels and TCSM inbound email.
• Maintains confidentiality of sensitive information.
• Handles complex issues and problems.
• Communicate with low-touch and tech-touch clients via email and zoom meetings

Desired Skills & Experience

• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication.
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences.
• Resilient and adaptable to change.
• High capacity for managing, prioritizing and balancing customer and organizational workload (Meetings, tasks, admin work, email, project work, etc.
• The ability to think strategically, along with a willingness to execute and build from the ground up with a no task too small mindset.
• Technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
• Power User/Expertise in Gainsight, Slack, Google Workspace/GSuite, Salesforce, etc.
• Customer obsessed - a passion for understanding, driving, and improving customer adoption of Bugcrowd s product.
• Able to independently find solutions to both technical and non-technical problems with no apparent answer.
• Good troubleshooting skills.
• Understanding of common attack vectors and methodologies in testing.
• Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond.
• Able to create a model of a target s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre.
• Familiarity with and capable of using command line tools and utilities specifically Bash, SSH, and grep.
• Ability to build collaborative relationships.
• Ability to multitask and prioritize any given tasks.
• Ability to understand and follow directions.
• Performs work under minimal supervision.

Job tags

Salary