At DSQ
Technology, LLC, our vision is a world where business leaders can confidently make informed decisions using real time data. Right now, we want to help you make an informed decision about what it is like for you to work at DSQ. We are a small and growing business, so your impact can be limitless. If you are tired of being “just a number”,come be heard and involved at DSQ. Our team consists of problem solvers who bring solutions to better serve our clients in achieving their goals. We hire critical thinkers who look at challenges as opportunities and actively tackle obstacles. DSQ offers two primary products, Pioneer and Discovery.
Our mission is to make waste & recycling easy to manage for managers and brokers. Our products unlock the data lost in invoices, contracts, sensors, and other data sources. This information is used to empower people and businesses to make ideal operational decisions in real time. To support our growth we are currently recruiting a Client Success Specialist. The core responsibilities of this role include knowing how to take care of your clients and working well with internal teams and external vendors to complete tasks and projects on their behalf. The role requires you to be versatile, dynamic, and engaged. We are looking for someone who has a high give-a-shoot level.
This person is a compassionate, communicative, and proactive individual who thrives in a dynamic environment. This person is dedicated to fostering strong client relationships, solving problems efficiently, and continuously improving both their skills and the client experience. If this might be you, please apply today! Job Responsibilities:
- Own, manage, and optimize client experience post-sale, including onboarding and relationship management.
- Assist clients in aligning, tracking, and achieving their desired goals and objectives.
- Ensure client relationships are progressing in a positive and timely manner while maintaining open lines of communication.
- Coordinate the response and resolution to challenges that our clients are facing.
- Deliver periodic (monthly) reporting including success & struggles, as well as 2x per year account reviews.
- Anticipate the needs of the client, including introducing our software and hardware solutions (when appropriate) using polished and positive messages.
- Keep customer Strategic Account Plans up to date and meet established goals.
- Escalated Client Support: when the Client needs to know that we’re taking them seriously, or sometimes when they need to take us seriously.
- Utilizes extensive product knowledge, problem-solving skills, and training to enhance customer engagements to achieve successful outcomes.
- Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers.
- Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle.
- Implements strategies and processes that deliver consistent customer satisfaction and retention.
- Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation.
- Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges.
- Advocates for solutions, product enhancements, and other actions to meet the needs of customers.
- Improve the customer experience. This includes building rapport with customers, understanding their needs, and resolving their issues in a timely and efficient manner.
- Gather and analyze customer feedback. This information can be used to improve the product, the customer experience, and the overall customer experience.
- Identify and resolve customer pain points. This involves understanding what is frustrating or annoying customers and taking steps to address those issues, proactively if possible
- Establish and maintain monthly metrics reports to help ensure service quality
- Staying current on the latest industry trends and techniques.
- Other duties as assigned.
Skills and knowledge to excel in this role:
- 4 – 6 years of account management experience or related experience
- Ability to quickly acquire knowledge of technology platforms.
- Willingness to learn and to adapt to change
- Proficient in creating and using technology documentation.
- Manages time and tasks to avoid unnecessary busyness.
- Can assume ownership of client base with minimal oversight/ direction.
- Excellent communication skills
- Intermediate MS Office Suite (Excel, PowerPoint, Word, etc.) skills
Preferred Skills and knowledge:
- Experience with Salesforce
- Project Management experience
- Prior experience working within the waste or multi-family housing industry
Benefits Include: Medical/Dental/Vision, Flexible Spending Accounts, Company Paid Life & Disability Insurance, Voluntary Life Insurance, 401k with Company Match, Tuition Reimbursement, Maternity Leave, Paid Holidays, Vacation, Sick Leave, Voting Leave, Company-Sponsored Events, Company Paid Parking if located in Pittsburgh, PA DSQ Technology, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military
