Customer Success Specialist

AcquireTM is a leading provider of innovative Applicant Tracking Software (ATS) designed to streamline the recruitment and hiring process for businesses in the SMB (Small and Mid-Market) space. Our mission is to empower organizations to find the best talent efficiently and effectively. Job Summary: We are seeking a dedicated and proactive Customer Success Specialist to join our team. In this role, you will be responsible for ensuring our clients achieve maximum value from our ATS solution. You will assist in new account onboarding, provide training, and offer ongoing support to ensure customer satisfaction and retention. Key Responsibilities: New Account Onboarding: Guide new clients through the onboarding process, ensuring a smooth and successful implementation of our ATS. Collaborate with clients to understand their specific needs and tailor the onboarding experience accordingly. Set up and configure accounts based on client requirements. Training: Become an AcquireTM software "Guru". Conduct one-on-one and group training sessions, virtually. Create and maintain training materials, including user guides, video tutorials, and FAQs. Ongoing Support: Provide exceptional customer support by addressing client inquiries and resolving issues in a timely manner. Monitor client usage and proactively reach out to offer assistance and recommendations for optimizing their use of the ATS. Serve as apoint of contact for clients, building strong relationships and ensuring their long-term success. Customer Advocacy: Act as a voice of the customer within the company, providing feedback to the product development team to enhance the ATS. Serve as a liaison between the customer and the software development team to resolve issues. Identify opportunities for upselling and cross-selling additional features or services to existing clients. Performance Metrics: Track and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction, retention rates, and product adoption. Qualifications: Proven experience in a customer success, account management, or similar role, preferably within a SaaS environment. Preferred understanding of applicant tracking systems and the recruitment process. Excellent communication and interpersonal skills. Ability to manage multiple clients and projects simultaneously. Proficiency in using CRM software and other customer success tools. Problem-solving mindset with a proactive approach to customer service. Ability to lead training with confidence. Experience providing customer support for software applications preferred. Why Join Us: Opportunity to work with a dynamic and innovative team. Competitive salary and benefits package. Professional growth and development opportunities. A collaborative and supportive work environment.