[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Sunbird Software is focused on delighting clients and enhancing their user experience. They are seeking a Customer Success Specialist who will support clients by conducting proactive engagements, resolving challenges, and ensuring clients maximize the value of their solutions.ResponsibilitiesConduct Customer Success Sessions to:Resolve client issues and ensure their needs are addressedIdentify opportunities for increased ROI through feature adoption and integrationsOnboard or offboard client team members from Support Portal as requiredGather data on solution usage, track feature requests, and monitor licensing needsCollaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SMEDocument client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration toolsAssist clients who opted for DIY implementation by providing proactive guidance and supportMonitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessaryContribute to process improvements by sharing insights, best practices, and developing client resourcesProvide clear and professional communication to clients during engagements, primarily via phone and virtual meetingsSkillsDemonstrated ability to learn and apply new tools or strategies quicklyStrong interpersonal and communication skills with a client-first approachAbility to manage multiple client interactions and prioritize tasks effectivelyComfort working primarily on the phone and via virtual meeting platformsEagerness to learn new systems and adapt quickly to changing prioritiesFamiliarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom)Proficiency in Microsoft Office Suite, including Word, Excel, and OutlookCustomer service experience preferred, with exposure to customer success a plusBasic understanding of IT or data center operations is a plusExperience working with CRM systems, ticketing tools, or virtual meeting platformsExperience with Sunbird's DCIM SolutionAbility to communicate technical concepts clearly and effectively to non-technical audiencesSelf-motivated with a strong desire for professional growthDegree not required; equivalent experience will be consideredBenefitsWe have amazing PTO Policy that allows you to take care of yourself and your familyWe offer medical, dental, vision and life insurance to employeesCompany OverviewSunbird Software is changing the way data centers are being managed. It was founded in 2015, and is headquartered in Piscataway, New Jersey, USA, with a workforce of 51-200 employees. Its website is http://sunbirddcim.com/.