Customer Success Specialist

-      Higher education degree preferably in humanitarian or social sciences
-      Prior experience in customer success or relevant role in SaaS products is a big plus
-      Passionate about product success and customer retention
-      Excellent communication, collaboration skills and caring attitude
-      Data-driven and analytical mindset
-      Well-versed in technology and software products sales and support aspects
-      Working experience with Hubspot, Salesforce, Gainsight, Zendesk or other CRM and Customer Success tools is a plus
-      Excellent Armenian, English and Russian language skills, both written and spoken.

-      Act as a trusted HR assistant for the product customers to guide and consult them on product features
-      Drive customer journey and bring additional value throughout the lifetime of the product subscription
-      Manage all the steps of the customer onboarding process, from company setup and configurations to defining and reflecting their HR processes and workflows in the product
-      Conduct requirement analysis, facilitate customers’ understanding of our product, train the end-users and drive continuous support after the adoption
-      Coordinate with the technical support team for technically complex questions
-      Perform periodical customer interviews to understand their pain points, and monitor customer usage, health and satisfaction metrics
-      Anticipate customer needs and address potential issues before they arise
-      Maintain relations with the customers to retain and support growth
-      Provide insights and updates to the customers about product releases, features through webinars, help articles, videos, etc.