Description

A Customer Success Support Specialist (CSS) at Prelude plays a critical role in ensuring client success by delivering exceptional support and guidance throughout their engagement with our products. A Prelude CSS has a keen understanding of Prelude’s software features and will bresponsible for addressing support inquiries and conducting onboarding training sessions for clients. This role requires a strong technical background, excellent communication skills, enthusiasm for teaching and sharing knowledge with others, and a dedication to providing outstanding customer experiences.

Responsibilities

1. Support:

• Respond promptly and effectively to client inquiries via email or support portal.

• Provide clear and concise instructions to clients on how to resolve issues independently when possible.

• Assist in diagnosing and troubleshooting technical issues reported by clients with our products.

• Escalate complex technical issues to the appropriate internal teams and follow up until resolution.

2. Client Training:

• Conduct training sessions for clients to ensure a smooth onboarding process.

• Customize training materials to meet the specific needs and skill levels of clients.

• Educate clients on best practices, tips, and tricks to maximize the value they derive from our products.

• Communicate with clients in between training sessions to address any questions or concerns and ensure their continued success.

3. Documentation and Knowledge Sharing:

• Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist clients in resolving common issues independently.

• Contribute to the development of training materials and resources for clients and internal stakeholders.

4. Relationship Building:

• Build strong relationships with clients in training by demonstrating a commitment to their success.

• Proactively engage with clients to gather feedback, identify opportunities for improvement, and advocate for their needs within the organization.

5. Cross-functional Collaboration:

• Collaborate with and support Customer Success team members to facilitate product training and implementation.

• Share insights and feedback gathered from client interactions with Sales, Product Development, and other cross-functional teams to help improve the customer experience, product usability, and performance.

Requirements

• Bachelor's degree (major or minor) in a technical or analytical field.

• Experience teaching or training groups of individuals preferred.

• Strong technical aptitude and ability to quickly learn and understand complex software systems.

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.

• Customer-focused mindset with a passion for delivering exceptional service and support.

• Ability to work effectively with little supervision, multitask, and be flexible.

• Experience in a technical support or customer-facing role, ideally in a software or technology company. [Preferred]

Job Type: Full-time

Ability to Commute:

• Austin, TX 78735 (Required)

Ability to Relocate:

• Austin, TX 78735: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Austin, TX 78735