Customer Success Specialist

Customer Success Specialist

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world's first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a personable and passionate Customer Success Specialist to join our growing team.

Responsibilities :

• Oversee the end-to-end customer lifecycle, ensuring a positive customer experience
• Engage assigned customers proactively & maintain a regular cadence of communication
• Develop customer success plans geared towards improving customer sentiment, service experience, product usage, & overall value realization
• Maintain proper customer information hygiene for accurate reporting
• Maintain client confidence and protect operations by keeping information confidential
• Support incoming help requests from end users via telephone, email and helpdesk tickets
• Track and record the problem-solving process and document actions taken until resolution
• Deliver service and support to end-users via phone, email or live chat
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Follow standard processes and procedures and adhere to team KPIs for customer satisfaction & product adoption
• Ensure fast resolution for issues while maintaining customer communication
• All other tasks assigned by supervisor