Customer Success Specialist at Sunbird Software Inc.

Sioux Falls, South Dakota, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Apr, 26

Salary

0.0

Posted On

25 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Client Engagement, Communication Skills, Problem Solving, Data Analysis, Collaboration, Technical Support, CRM Systems, Ticketing Tools, Microsoft Office, Interpersonal Skills, Feature Adoption, ROI Identification, Process Improvement, DIY Implementation, Client Feedback

Industry

Software Development

Description

The Customer Success Specialist focuses on supporting clients by conducting proactive Customer Success engagements to resolve challenges, identify opportunities for ROI, and ensure they are poised to maximize the value of their solutions. This role collaborates with internal teams and advocates for the client’s perspective, delivering a tailored experience that aligns with each client’s unique successful DCIM journey. ESSENTIAL DUTIES AND RESPONSIBILITIES Responsibilities include: Conduct Customer Success Sessions to: Resolve client issues and ensure their needs are addressed. Identify opportunities for increased ROI through feature adoption and integrations. Onboard or offboard client team members from Support Portal as required. Gather data on solution usage, track feature requests, and monitor licensing needs. Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME. Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools. Assist clients who opted for DIY implementation by providing proactive guidance and support. Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary. Contribute to process improvements by sharing insights, best practices, and developing client resources. Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings. REQUIREMENTS/QUALIFICATIONS Demonstrated ability to learn and apply new tools or strategies quickly. Strong interpersonal and communication skills with a client-first approach. Ability to manage multiple client interactions and prioritize tasks effectively. Comfort working primarily on the phone and via virtual meeting platforms. Eagerness to learn new systems and adapt quickly to changing priorities. Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom). Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. DESIRED SOFTWARE KNOWLEDGE/SKILLS Customer service experience preferred, with exposure to customer success a plus. Basic understanding of IT or data center operations is a plus. Experience working with CRM systems, ticketing tools, or virtual meeting platforms. Experience with Sunbird’s DCIM Solution. Ability to communicate technical concepts clearly and effectively to non-technical audiences. Self-motivated with a strong desire for professional growth. Degree not required; equivalent experience will be considered. ABOUT SUNBIRD We are all about delighting our clients and live/breathe the end client/user experience We have amazing PTO Policy that allows you to take care of yourself and your family We offer medical, dental, vision and life insurance to employees We believe in collaboration, teamwork, creativity and taking initiative Interested? Read on for additional details about this opportunity to join our amazing team! - What is DCIM Software: www.sunbirddcim.com/what-dcim - What are customers saying about Sunbird: www.sunbirddcim.com/reviews - Why work at Sunbird: www.sunbirddcim.com/careers Sunbird is an EEO/AA/ADA/Veterans employer.

Responsibilities

The Customer Success Specialist conducts proactive engagements to resolve client challenges and identify opportunities for ROI. They collaborate with internal teams to ensure clients maximize the value of their solutions.