Customer Success Specialist

Overview

This position is hybrid in Cincinnati, Ohio and sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Customer Success Specialist is responsible for supporting the Customer Success team in all processes related to upsell, cross-sell, renewals, account maintenance activities, administrative tasks, collections, partners, special projects, and/or program management. Daily goals include supporting the customer and partner experience while meeting our Customer Success objectives. Tasks can vary daily, based on company and team priorities.

Responsibilities

What You’ll Be Doing

• Provide operational and administrative support for leadership, Customer Success Managers, Outside Partners, and/or Academic Program affiliates.
• Provide basic customer and partner support including license authorization, purchase history, license configuration, license transfer, company updates, etc.
• Collect on defaults, renewals, and invoices.
• Resolve customer issues involving billing questions and underpayments in order to ensure payment and renewal.
• Maintain scheduled touch points both via email and phone during defined renewal period.
• Escalate any cancellation, feedback, or unresolved issues to appropriate Customer Success team member.
• Assist team with strategic initiatives.
• Maintain working knowledge of all products the team supports.
• Other projects and duties as assigned by management.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

Qualifications

• High school diploma OR 12 months of successful experience in a ConstructConnect role.
• Strong teamwork and interpersonal skills.
• Perpetually exhibits ConstructConnect values
• Must have intermediate knowledge Microsoft office products

Physical Demands and Work Environment:

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes. 

• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace. 

• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department. 

• All team members must reside and perform their work within the United States. 

E-Verify Statement 

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security. 

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