Customer Success Specialist

SMG is a nationally recognized professional service organization that provides workplace safety consulting, training, staffing, program planning, and implementation. 

SMG seeks a Customer Success Specialist - in Indianapolis, IN - This role is temporary with potential for being a full-time hire. End date may be in August of this year. 

Seeking a Customer Success Specialist with proven experience in maintaining successful client and customer relationships. This position will be the direct point of contact for VERO system users to address all questions or concerns and ensure continued success for clients and subscribers in the VERO platform. The Customer Success Specialist takes ownership of customer satisfaction and success.

 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. A strong cultural fit with exceptional customer service skills. 

a. Action- and results-oriented. A doer with a track record of rolling up his/her sleeves to get the job done.

b. Embody the utmost integrity; impeccable reputation, honesty, and high ethical values are must-haves. 

c. Willing and able to push oneself out of his/her comfort zone to innovate. Poised to change and adapt.

d. Believes in and promotes the SMG Brand.

2. Take ownership of customer success

a. Become subject matter expert in every module and function of VERO, understanding critical differences between client processes

b. Responsible for onboarding contractors and providing ongoing support to increase efficiency in their day-to-day use of VERO

c. Develop training materials (e.g., user guides, videos) for client and contractor users 

d. Provide technical and administrative support for all VERO users 

e. Provide interactive “power user” training for client personnel 

f. Promote the value of the VERO product through successful customer experience

g. Respond to high level customer inquiries as quickly and accurately as possible via email or phone

h. Collect and manage product feedback and participate in conversations advocating for an improved user experience

i. Identify any technical issues or software bugs and escalate as necessary

j. Keep Customer Success Manager informed of any trends in client or customer dissatisfaction or any significant concerns

• Two or more years’ experience in customer service or customer support 
• Experience in customer-facing, support, or technical role
• Successful working in a team environment
• Nice to have – Knowledge of Saas solutions and/or environmental health and safety software
• Must be patient, empathetic, and have great communication skills
• Self-starter and resourceful
• Strong interpersonal skills
• Comfortable with technology and learning new software
• Ability to handle escalated customer issues
• Organized, detailed oriented, and able to manage multiple tasks

PERFORMANCE MEASUREMENTS 

1. Prioritize customer support requests and respond to high priority items within 1hr.

2. Resolve all customer support inquiries within 24hrs.

3. Participate in routine team meetings.

4. Maintain 90% customer satisfaction rate.

Join an elite group of Safety Professionals! SMG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.