What are the responsibilities and job description for the Customer Success Specialist position at GABRIEL?
Company Description
GABRIEL is a mission-driven company at the forefront of revolutionizing the way we prepare for and respond to critical incidents such as mass shootings, workplace violence, natural disasters, and more.
By deploying lifesaving technology across diverse environments such as schools, community centers, houses of worship, healthcare facilities, and workplaces, GABRIEL empowers vulnerable populations to be better prepared. Additionally, GABRIEL has established partnerships with the insurance industry to proactively mitigate catastrophic risks through the deployment of preventative technology. As technology continues to evolve at GABRIEL, the company strives to push the boundaries of preparedness and incident management, ultimately saving lives and stopping threats from causing harm.
What We're Looking For:
As a Customer Success Specialist, you will be a proactive self-starter eager to address the most challenging issues our clients encounter. You possess the ability to proactively enhance customer relations, monitor product health, deconstruct problems, employ critical thinking, and straightforwardly convey complex concepts to our user community. Your dedication to customer satisfaction, coupled with a solid grasp of product management and proficiency in analytical and reporting, is paramount. With a customer-centric approach, you play a central role in ensuring our customers' success and retention by ensuring maximal product engagement. Additionally, you excel in recommending improvements to existing solutions, addressing support requests and technical issues, and maintaining day-to-day account relationships.
What You Will Do:
- Manage multiple customer accounts simultaneously with daily product-health reviews and a regular cadence of checkpoints and communication.
- Establish a trusted relationship with each customer and act as their spokesperson within GABRIEL to drive continued adoption of our product.
- Utilize tools and techniques to analyze customer behavior, usage patterns, and product performance.
- Work with GABRIEL’s Product and Sales teams to review and prioritize customer feature requests, advocating on the customer’s behalf.
- Work with GABRIEL’s Engineering team to review and address support tickets.
- Assist with onboarding customers to the GABRIEL platform.
- Help create user guides and other materials to enhance user engagement and experience.
- Identify potential follow-on opportunities within assigned customers and work with GABRIEL’s Sales team to grow GABRIEL’s footprint.
What's Expected of You
- At least 2-4 years work experience in a customer-facing role
- Ability to make at least 3 customer site visits a week, in the Metro Detroit area
- Ability to work with tools like HubSpot, Remote IOT, and Google Workspace
- An analytical mind, attention to detail, and self-motivated performer
- Ability to work collaboratively in a team to extract best practices and learn on the job
- Professional demeanor and impeccable written/verbal communication skills
What You Will Get
- A dynamic culture with a team of highly-motivated individuals committed to saving lives and setting the new standard of safety & security
- Competitive compensation and flexible working hours
