Job Title: Customer Success Specialist (CSS)

Company: VenueVision

Employment Type: Full time, On-Site role

About Us:

VenueVision is on a mission to help businesses beat the competition. With our technology, organizations have been able to streamline the way they operate their business and transform the way they communicate with their customers. Our Customer Engagement Suite of tools offers everything from digital signage to collecting payments and service marketing along with a host of other advanced tools.

Our work and focus on helping to build flourishing businesses have been recognized across the automotive industry for more than twenty years as we continually add to the functionality and offer companies the tools they need to excel. Our success in automotive and applicability of our product to other verticals has allowed us to develop and enhance our technology to create a bigger impact as we expand to helping other industries by giving them the arsenal required to scale.

Overview:

Venue Vision is looking for a Customer Success Expert to focus on ensuring customers get the most value from our suite of offerings, including our SaaS solutions and Digital Signage system. The specialist will be responsible for building relationships with our customers, addressing technical support concerns, and proactively communicating opportunities for account growth. You will become an important member of the core team and will play a crucial role in ensuring the smooth operation of our customer base, helping them achieve their goals with the products. If you are a proactive problem solver with a passion for technology, we want to hear from you.

Key Responsibilities & Job Requirements:

• Building and Maintaining Relationships: establish and nurture relationships with assigned customers.
• Monitoring Customer Activity: Track customer activity related to the product or service to identify potential issues or opportunities.
• Onboarding and Support: Guide customers through onboarding, implementation, and training, ensuring they understand how to use the product effectively.
• Problem Solving: Proactively address customer concerns and work to resolve issues, often collaborating with the Customer Success Manager.
• Identifying Upsell/Cross-sell Opportunities: Identify ways to increase customer satisfaction and engagement, potentially leading to increased revenue through upselling or cross-selling.
• Communication: Maintain clear and efficient communication with customers, both internally and externally.
• Product Knowledge: Become a strong user of all VenueVision software solutions, acting as a key product knowledge resource to both external and internal audiences.

SaaS solutions support to clients:

• Provide technical support to end-users, including diagnosing and resolving software issues.
• Work closely with all cross-functional teams to carry out the daily responsibilities needed to provide top-notch software, digital solutions and services to VenueVision clients.

Digital signage support to clients:

• Maintain adequate inventory of hardware and media players to supply and/or replace client equipment as required.
• Prepare and configure new PC's and media players for shipment to VenueVision digital signage solutions clients as needed.
• Manage Log-Me-In account and licenses, adding or deleting devices to optimize the service and minimize costs.
• Daily monitoring of client PC's and media players to proactively identify offline devices and engage with clients to resolve.
• Provide end user with hardware and software support for PC's, TV's, media players and network equipment as necessary by phone, email, web-conference and periodically, in-person.
• Assess and estimate client PC's, media players and comms gear as necessary and provide accurate quotations for upgrades or replacements.
• Troubleshoot client technical issues, diagnose and resolve hardware and software issues by phone, email and chat.
• Ensure all helpdesk calls are properly logged into Service Desk software and followed up in a timely manner to completion.
• Stay abreast of and evaluate new technologies that might further enhance the company's offering.

Onboarding requirements:

• Review new client agreements and make all necessary set up preparations for onboarding.
• Understanding the customer's context and goals, and then offering product information to best suit those goals.
• Organize client onboarding sessions, product tours, corporate presentations, and product demonstrations.
• Educating clients and improving their product setup to ensure speedy success.
• Eliminating barriers to customers' goals, such as product difficulties, bad implementation, support issues, customer knowledge gaps, or just a lack of product understanding.
• Assisting customer support team with their difficulties and requests.
• Providing resources to assist clients discover best practices for achieving their goals faster and more efficiently.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in IT support and administration.
• Proficiency in operating systems (e.g., Windows, Linux) and software applications.
• Familiarity with networking concepts and protocols.
• Strong problem-solving skills and the ability to work independently and in a team.
• Excellent communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.

Benefits:

• Competitive salary
• Generous benefits
• A positive, diverse, and supportive culture
• Excellent opportunities for career growth
• Work life balance
• Full-time, permanent position