[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Sunbird Software is focused on delighting clients and enhancing their user experience. They are seeking a Customer Success Specialist who will support clients by conducting proactive engagements, resolving challenges, and ensuring clients maximize the value of their solutions.

Responsibilities

• Conduct Customer Success Sessions to:
• Resolve client issues and ensure their needs are addressed
• Identify opportunities for increased ROI through feature adoption and integrations
• Onboard or offboard client team members from Support Portal as required
• Gather data on solution usage, track feature requests, and monitor licensing needs
• Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME
• Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools
• Assist clients who opted for DIY implementation by providing proactive guidance and support
• Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary
• Contribute to process improvements by sharing insights, best practices, and developing client resources
• Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings

Skills

• Demonstrated ability to learn and apply new tools or strategies quickly
• Strong interpersonal and communication skills with a client-first approach
• Ability to manage multiple client interactions and prioritize tasks effectively
• Comfort working primarily on the phone and via virtual meeting platforms
• Eagerness to learn new systems and adapt quickly to changing priorities
• Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom)
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
• Customer service experience preferred, with exposure to customer success a plus
• Basic understanding of IT or data center operations is a plus
• Experience working with CRM systems, ticketing tools, or virtual meeting platforms
• Experience with Sunbird's DCIM Solution
• Ability to communicate technical concepts clearly and effectively to non-technical audiences
• Self-motivated with a strong desire for professional growth
• Degree not required; equivalent experience will be considered

Benefits

• We have amazing PTO Policy that allows you to take care of yourself and your family
• We offer medical, dental, vision and life insurance to employees

Company Overview