Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector's unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.
Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.
We are seeking a Customer Success Specialist, responsible for working in collaboration with Customer Success Managers and their customers to assist with platform configuration, provide system-specific guidance and training to customers, and deliver elevated customer support to strategic accounts. The primary goal of this role is to ensure that customers achieve maximized value from Vector Solutions services and products. This position requires a strong understanding of the company's offerings, excellent communication skills, and the ability to provide top-notch customer service. The Customer Success Specialist will work primarily with enterprise accounts. Team members in this role are solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Specialists have a thorough understanding of our product offerings, our customers, and our internal processes.
Under general supervision, performs work in the Customer Experience Organization; responsible for providing assistance in multiple areas of company products and services.
What You'll Do:
- Possesses technical understanding of company products and services.
- Confers with clients to analyze current operational procedures, identify problems and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports.
- Offers support of the technical nature regarding services and products to members of the Customer Success team and clients.
- Communicates with clients concerning cause and progression of scheduled and non-scheduled computer down time.
- Distinguishes between which service requests or problems need to be handled by the CSM team and/or other service areas of Customer Services.
- Provides guidance and direction over the telephone to clients that are having difficulty obtaining desired service.
- Maintains and monitors a system of problem tracking and client service requests in order to provide a centralized client service data base.
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and develops alternative solutions.
- Manages difficult or emotional customer situations; responds promptly to client needs; responds to requests for services and assistance and meets commitments.
- Speaks clearly and persuasively in positive and negative situations; listens and gets clarification and responds well to questions.
- Other duties as assigned.
What You'll Need:
- Enjoys interacting with customers on the phone.
- Exhibits strong technical, organizational and writing skills.
- Trains and/or provides functional guidance to users.
- Works under deadlines with a work environment that is subject to heavy workloads.
- Deals tactfully with and resolves conflicting demands of users for service.
- Speaks effectively over the telephone or before groups of customers.
- Demonstrates flexibility due to dynamic work schedule demands.
- Manages fast-paced, high volume and time sensitive workflows.
- Displays ability to work independently to complete tasks.
- Works during business hours from 8:00 am through 5:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed.
What We Value:
- Teamwork - Above all, we're a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
- Customers First - Our customers success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
- Make a Difference - It's not a job, it's a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
- Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
- Act Now - We act with urgency. The best time to get something important done is now. We don't wait and let perfection be the enemy of good.
- Curiosity - We love a good challenge. We're scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
- Ownership - We own the outcome and don'tpass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.
