Job Description

Job Summary:

The Customer Success Specialist (CSS) plays a crucial role in supporting customers throughout their lifecycle. They focus on customer engagement, renewals, and reinforcing revenue acquisition by ensuring a seamless experience with our support services. The CSS provides guidance on onboarding, answers product-related questions, and shares the best practices to help customers maximize the value of our solutions.

In addition, the CSS is responsible for managing support agreement renewals, collaborating with Sales Executives to ensure customers remain engaged, and identifying opportunities for expanding service adoption. This role requires a balance of customer service, administrative management, and retention efforts to maintain long-term client success. A successful CSS will:

· Be rule-focused with exceptional follow-through.

· Emphasize accuracy and precision using data to support ideas.

· Value knowledge and discovery.

The Customer Success Specialist must be capable of working independently and in a team. Excellent communication and time-management skills are essential.

Summary of Responsibilities:

· Customer Relationship & Engagement.

· Guide customers through onboarding, answer product-related questions, and share best practices to improve adoption.

· Conduct regular check-ins with customers to assess satisfaction and address any issues proactively.

· Assist in Quarterly Business Reviews (QBRs) by providing insights on support strategy, while Sales Executives lead the discussions.

· Build strong relationships with assigned accounts, acting as a resource to ensure customers receive ongoing value.

· Escalation management & resolution.

· Renewals & Retention Management

· Manage support agreement renewals, ensuring timely execution and minimizing churn.

· Work with customers to demonstrate the value of support services, reinforcing commitment to ongoing service agreements.

· Identify opportunities to expand service offerings based on customer needs.

· Collaborate with Sales Executives to support account growth and retention.

· Administration & Data Management

· Track and analyze customer engagement metrics, including NPS and other benchmarks, to assess retention risks.

· Document customer interactions, renewal data, and risk assessments in NetSuite.

· Manage and maintain the Support Agreement Pipeline, ensuring visibility into upcoming renewals.

· Compile and share customer feedback internally to drive continuous improvement.

· Participate in team meetings and contribute to departmental improvement initiatives.

· Communication with customers in a way that is empathetic, warm, and thorough. (Customer-centric)

· Assist in department improvement via special projects.

· Possibility of up to 25% travel.

Qualifications:

· Possess excellent time management skills.

· Demonstrate competence with office software tools such as Microsoft Office(excel, PowerPoint, word).

· Excellent problem-solving and critical thinking skills.

· Adaptable: Work independently and/or collaboratively within the team or departments.

· Excellent communication skills: The ability to communicate complex and technical information verbally and/or in writing to customers and colleagues while maintaining a customer-centric mindset.

· Read and write at a professional level.

· Excellent listening, negotiation, and presentation skills.

· On Video, phone, and in-person professional “presence”

· Knowledge of commercial audiovisual systems, cloud conferencing platforms, and basic networking concepts.

· Strong work ethic and willingness to meet necessary deadlines.

· Demonstrate a willingness and passion to learn new techniques and procedures.

Experience Requirements:

· 2+ years of experience in customer success, account management, renewals, or support, preferably involving long, complex sales cycles in the B2B space.

· 2+ years of CRM Experience (Salesforce, HubSpot, Oracle); NetSuite a plus

· Strong customer relationship skills and attention to detail in renewal management.

· Strong communication, problem-solving, and negotiation skills.

· Proven track record of supporting F500/Enterprise clientele.

· Experience guiding customers through onboarding, answering product-related questions, and sharing best practices.

· Organizational and time-management skills.

· Background in SaaS, technology, or B2B solutions preferred.

Training \ Certification \ Education Requirements:

· Comparable combination of education and relative experience.

· Avixa CTS Certification or willingness to obtain within the first year.

· ITIL4 Certification preferred.

Abilities Required:

· The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.

· Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

· This job description in no way states or implies that these are the only duties to be performed by this employee.

· He or she will be required to follow any other instructions and to perform any other duties within reason requested by his or her supervisor.

· Conduct oneself when communicating with customers or on customer property with utmost professionalism and demonstrate an awareness of the sensitive nature of that work environment.

· Positive and effective interaction with internal and external customers.

· This position is not meant to include “installation tasks” like mounting displays, speakers, projectors, etc.

Disclaimer:

The above statements are intended to describe the general nature and level of work

being performed by people assigned to this classification. They are not to be construed

as an exhaustive list of all responsibilities, duties, and skills required of personnel so

classified. All personnel may be required to perform duties outside of their normal

responsibilities from time to time, as needed.

Level 3 Audiovisual an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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