Customer Success Specialist / Onsite

Are you the type of individual who finds joy in assisting others to fully utilize the capabilities of their tools MetroLeads is currently seeking a Customer Success Specialist who is passionate about customer journeys, enjoys unraveling business challenges, and excels at ensuring users achieve genuine success without the need for technical expertise. As a Customer Success Specialist at MetroLeads, you will serve as the welcoming and knowledgeable guide for customers, assisting them from their initial login to reaching their "aha!" moments and beyond. Your role involves translating business requirements into innovative solutions offered by MetroLeads, advocating for customer feedback, and guaranteeing that every user feels like a Sales Automation and Engagement expert. While collaborating with the product and support teams, your primary focus will be on people, outcomes, and creating memorable customer interactions. Your responsibilities will include: - Being the onboarding wizard: welcoming new users, setting up their accounts, and demonstrating how MetroLeads can streamline their work processes. - Converting customer objectives into actionable plans, emphasizing enhancing sales team performance rather than technical troubleshooting. - Providing assistance, resolving issues, and offering guidance through email, chat, or phone interactions while maintaining a positive attitude. - Conducting engaging product demonstrations and training sessions to empower users to become proficient. - Monitoring user engagement using metrics tools to identify areas of improvement, gather insights, and advocate for customers to enhance the MetroLeads experience. - Serving as the company's advocate by motivating, persuading, and supporting customers in realizing the full potential of our product. - Collaborating with various teams (product, sales, support) to ensure prompt responses to customer inquiries. - Embracing a growth mindset by continuously learning about our product, customers, and discovering innovative ways to deliver exceptional service. Qualifications: - 2+ years of experience in customer success, support, or a related customer-centric role (SaaS experience is advantageous). - Proficiency in technology: adept at navigating various tools and quick to adapt to new technologies, with no coding skills required. - Exceptional communication skills: ability to communicate clearly, warmly, and empathetically in both written and verbal interactions. - Strong problem-solving abilities: enjoy uncovering root causes and devising creative solutions. - Passion for helping individuals achieve success and adept at building strong relationships. - Strong organizational skills and attention to detail, with a robust follow-up process. - Bonus points for experience in startups or a keen interest in SaaS solutions.,