At WorkFusion, we're building software products that are changing the world & transforming the workplace, for the better. Our technology automates data intensive repetitive work so people can be freed from the mundane to pursue the meaningful, while companies can grow further & customers can be served faster & better.
WorkFusion is widely recognized as the world leader in intelligent process automation with its Intelligent Automation Cloud which combines RPA, machine learning & work analytics in one unrivaled platform that is easy to deploy & unlimited to scale. We compete in the fastest growing segment in software & are growing at record pace with customers spanning the globe. Our headquarters are in New York City (on Wall Street) with operations all over the world.
Our teams are dedicated to building & marketing AI-powered software for all business types, ranging from high growth startups to large enterprises with particular focus on banking, insurance, healthcare, retail, consumer products, energy, high-tech & transportation.
The role of Customer Success Specialist will act as WorkFusion's bridge between our Global Support customers & our Production Support, Account Management & Product Development teams. The CSM will advocate on behalf of WorkFusion customers & take a team-based approach to keeping the teams laser focused on resolving customer issues. The Customer Success Specialist will work directly with customers to enhance their overall user experience with WorkFusion Global Support; & is responsible for overall customer well-being by monitoring customer ticket queues & acting as an escalation point for customer issues.
We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, & customer management skills.
Handling overall responsibility for managing the customer support relationship.
Establishing a trusted adviser relationship that works to ensure customers' overall satisfaction with our products.
Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, & provide recommendations.
Prioritizing & driving resolution on escalated customer issues.
Promoting opportunities for two-way communication.
Keeping customers informed of ticket progress, as well as process & procedural changes.
Demonstrate competency with the WorkFusion product suite
Work with WorkFusion product/delivery managers to identify/resolve all issues that could impact customer satisfaction.
Ensure customers take advantage of WorkFusion best practices.
2-4 years in a customer facing services role (consulting or account management) that includes issue resolution & escalation management at both the business owner & executive levels.
Functional domain expertise with AI/RPA/Machine Learning
You have an aptitude & enthusiasm for learning enterprise technologies. Exposure to linux, cloud, & infrastructure technology is a plus.
Proven ability to collaborate & build strong relationships with customers at the System Administrator, IT management, & Executive level.
You are adaptive. You love an ever-changing environment where you are constantly
Improving yourself & your processes.
Proven ability to engage across corporate functions (Professional Services, Platform
Development, & Product Management).
Excellent verbal & written communication skills, including the ability to lead meetings & host webinars.
Bachelor degree required, at a minimum. Business or technical degree preferred.
Excellent organization, time management, & communication skills.
Service industry experience a plus.
Passion for customer service.