What are the responsibilities and job description for the Customer Success Specialist position at Nimbl?
Customer Success Representative
Nimbl
Rockville, MD
Description
An industry-leading private aviation group is seeking a service-oriented Customer Success Representative to assist with customer onboarding, improve service adoption, and maintain customer retention. This is an excellent opportunity to experience the dynamic business aviation industry and the safety sector. The company develops Safety Management Systems (SMS), offers proprietary SMS software, and produces operations manuals for thousands of customers. The worldwide customer base and expanding target market includes Fortune 500 flight departments, aircraft management companies, and private owner/operators of business jets, FBOs and commercial drone operators. Full-time employees receive paid benefits including: health insurance, a 401(k) with a company match, paid holidays, and paid vacation time that increases with additional years of service.
Primary Responsibilities
- Serve as the day-to-day contact for assigned accounts
- Use a consultative approach to guide clients through on-boarding, ensuring they are able to gain value from our services as soon as possible
- Ensure assigned accounts are aware of all the services they have and provide training as needed
- Gather and record customer feedback
- Work with sales and marketing teams to ensure customer retention
- Take ownership of client issues and apply critical thinking and problem-solving abilities
- Maintain client data and notes in CRM
- Leverage subject matter experts to quickly and efficiently resolve inquiries
- Identify opportunities within existing clients to increase value of offering and cross/upsell
- Perform any other related duties as required or assigned
Additional Responsibilities
- Provide high level technical, account, and billing support, including password resets, project timing, credit card payments, and more
Qualifications: Required
- BS or BA in business or related field highly preferred; equivalent experience may be considered
- Strong customer service and communication skills
- Qualities that exude our company value of “care”
- A curious mind eager to learn all about our industry
- Ability to work in a hybrid role, with part-time on site at our headquarters in Rockville, MD (after 90-days of employment)
- Aviation Experience a plus
Candidate Profile
- Self-confidence and a desire to deal with customers directly
- Strong interpersonal skills
- Dedicated to outstanding customer service
- Conscientious and reliable
- Strong work ethic; takes initiative at appropriate times
- Flexible in response to new and changing priorities
- Demonstrated process improvement and problem solving abilities