Customer Success Specialist

Who We Are
Singlewire Software, based in Madison, Wis., is the developer of InformaCast and Visitor Aware, two solutions that enable organizations to detect threats, notify everyone, and manage incidents. More than 5,500 organizations in over 80 countries use these tools to enhance safety and communication so they can protect their most important asset: their people.

The Opportunity
An exciting opportunity is available for a Customer Success Specialist to join the Singlewire team. As part of our team, you will be a highly visible team member responsible for post-sale success and satisfaction of Singlewire Customers. The Customer Success Specialist will work closely with Customer Success Operations, executing strategies for customer satisfaction, growth and expansion, and risk mitigation. This position is located in our home office in Madison, WI.

If you’re skilled at developing customer relationships and anticipating their needs to drive outcomes, you'll love the challenge of this position. You should be adaptable to flourish in our fast-paced and evolving environment. We are looking for that ideal individual that is motivated to ensure customer satisfaction and company growth. The job responsibilities include:

• Responsible for prescribed customer engagements during the post-sale customer lifecycle
• Drive customer retention and revenue growth for an established customer base
• Handle high volume of customer contacts through phone and email each day
• Triage incoming customer requests and route to appropriate internal resources
• Understand and articulate the unique value proposition of our product
• Record all customer interactions in CRM software
• Coordinate with CS operations to improve playbooks that impact customer health
• Think with a customer mindset and advocate for customer’s needs
• Identify upsell and cross-sell opportunities and act on them
• Share customer feedback to resolve customer challenges
• Work towards Key Performance Indicators (KPIs), both individually and as part of a team

You May Be Right for Us If You Have:

• Bachelors degree or equivalent experience
• Experience with and understanding of Customer Success principles
• Ability to articulate value to our customers
• Experience developing customer relationships and influencing customer decisions
• Demonstrated ability to establish and maintain a high level of partner and customer trust and confidence
• Technical aptitude with a solid understanding of technology and how a product works
• Critical thinking skills with a resilient approach, adaptable and work well under pressure with meticulous attention to detail
• Ability to effectively adapt to changing technology and an evolving strategy in a growing organization
• Desire to achieve results and advance within a fast-growing organization
• Excellent organizational and time management skills

At Singlewire, we believe what we do really matters. We are passionate about our work, our employees, our customers and our partners. We are a community of collaborators that share and work hard to reach common goals. We also like to have some fun along the way. We offer competitive compensation and great benefits including 401K match, health, dental, vision and life insurance.

Singlewire Software LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
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