Customer Success Specialist

Nice to meet you. We are Dots!

Dots is revolutionizing IT asset management and procurement with powerful ITAM software and a world-class logistics network. Our platform streamlines processes, making it easy for businesses to manage IT assets globally. Join our dynamic, fast-growing team and be part of a startup that values innovation and customer satisfaction.

Job Overview

We are seeking an adaptable and motivated Customer Success Specialist to join our team. Your primary responsibilities will include overseeing and ensuring the success of our customers. This is a unique opportunity to work in a startup where every day is different, and the job description can evolve based on the business's needs.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, ensuring timely and satisfactory resolution of issues.
• Provide exceptional support through various channels, including email, in-app chat, and Slack.
• Gather customer feedback and share insights with the product development team to drive product improvements.
• Lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines.
• Identify and mitigate the risk of churn effectively.
• Help to develop strategies and implement standard methodologies, processes, and tools to improve Dots’ Customer Success Program continually.
• Sit under the Operations unit and assist with operational tasks as needed

Qualifications

Our ideal candidate will have:

• Proven experience in Customer Success, Account Management, or similar customer-focused roles
• Experience in a startup or fast-growing company is highly desirable.
• High levels of organization in your workflows - you work independently with minimal supervision, understand what it means to be responsible for a customer portfolio, and know how to prioritize your time efficiently.
• A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Technical, etc) and will help to build the CS “brand” across our entire organization.
• Proficiency with HubSpot is a significant advantage.
• Excellent communication skills, both written and verbal.
• Fluent in English.
• Ability to adapt to changing priorities and thrive in a dynamic work environment.
• Problem-solving mindset with a focus on continuous improvement.

Enough about us, if you like us and believe you are a good fit to join our team, please apply today!