Customer Success Specialist (Chicago, IL or Remote)

Description of the Job

Are you an Ideal Team Player? Someone who’s Hungry – you’re self-motivated and driven to be the best version of yourself. Someone who’s Humble – you’re self-aware and realize you and others are imperfect, yet you strive to be your best and help others be their best. Someone who’s Smart – you’re pragmatic and demonstrate great situational leadership and emotional intelligence. Someone who’s Resilient – you embrace change and are able to keep things in perspective. Someone who’s Passionate – you enthusiastically approach life and business with purpose and enjoying serving others. Someone who’s Committed – you’re dedicated and focused on all that you do, driven to create mutually successful outcomes.

If you embody these characteristics and are excited about creating and delivering value, then we’ve got an amazing opportunity for you. interviewstream is looking for a Customer Success Specialist to join our growing team. interviewstream is the HR technology industry’s leading interviewing technology provider. We exist to create experiences that transform hiring. We do this by simplifying interviews, inspiring change and enabling hiring to be done anywhere. interviewstream is a growing Chicago-based SaaS company looking for individuals who want to be part of a fast-paced, innovative and empowered team. We provide video interviewing, scheduling, and AI-driven hiring solutions to K-12 schools, enterprise brands, hospitals, local governments, and key partners across the U.S. and internationally.

interviewstream drives a performance-driven meritocracy that fosters both personal and peer-to-peer accountability and recognizes individuals and teams for the positive outcomes they create and deliver. We encompass our core values to ensure we deliver our mutually aligned goals for internal and external customers, and partners. We Have Fun – we enjoy what we do, who we do it with and for, and the journey we share together not taking ourselves or others too seriously. We Keep It Simple – we are purposeful in making our business and solutions pragmatic. We Embrace Curiosity – we strive for personal, professional and business growth to improve people’s lives and be their best. We Foster Teamwork – we create consistent and valuable outcomes by listening to each other, collaborating, and encouraging being different and inclusive. We’re Trustworthy – we are authentic, reliable, transparent, and accountable with our intentions and interactions taking personal ownership for positive outcomes.

The Customer Success Specialist is responsible for both retention and documentation of the assigned client and customer journey as well as selling new products and services. The individual will be responsible for owning the entire relationship with assigned clients, including onboarding/implementation, training, growth/adoption, retention, and overall client satisfaction. Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.

They will build and maintain the customer journey, determine how it’s supported, and use a consultative and creative approach to help educate champions and their teams on the value of our product. This includes assisting clients to overcome issues and achieve their goals.

The Customer Success Specialist will also communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings, as well as maintain existing customer-success metrics and data as directed.

Our ideal candidate will:

• Represent interviewstream with integrity, maintain an established reputation for being highly connected, consultative, and knowledgeable within your industries served.
• Maintain exceptional knowledge of the interviewstream platform and serve as a product-knowledge expert.
• Provide health checks and quarterly business reviews, giving clients best in class recommendations and identifying areas of improvement.
• Identify and nurture executive level contacts to improve engagement and sponsorship of the partnership.
• Engage with clients on product feedback, bringing in the necessary resources to ensure client satisfaction.
• Use the latest tools, techniques, and data sources to manage accounts, contacts, and opportunities.
• Develop an account plan for each account, identifying areas of opportunity.
• Meet and/or exceeds established performance metrics for health checks and quarterly business reviews, proposals, and new services sold.
• Ability to present ROI – financial based selling solutions to VP level clients.
• Properly forecasts monthly, quarterly and annual revenue.

Key competencies:

• C-Suite presence and influence
• Highly motivated, self-starter
• Builds and maintains trusting relationships with prospective clients and customers
• Exceptional negotiation skills
• Ability to sell a concept, not a commodity
• Exceptional listener
• Ability to ask questions and probe for customer needs and pain points
• Solid business acumen, communication & presentation skills
• Demonstrated ability to identify and get to the key decision maker engaged
• Exceptional professional presence
• Holds self-accountable for results
• Conveys sense of urgency and drives issues to closure

Requirements:

• Bachelor’s degree in Business, Sales, or Marketing OR equivalent relevant work experience
• A minimum of 3-5 years’ experience
• Consultative Client Success approach: ability to convey the business impact and value of concepts, business process, and services vs. product features and satisfy clients’ needs & program objectives
• Successful track record of retaining 100% of clients year over year
• Exceptional verbal and written communications skills combined with very strong presentation skills
• Must be familiar with and able to use mission-critical business applications effectively: Google, Microsoft PPT, SFDC
• Ability to travel up to 25%

To Apply:

Email your resume to Beth Dreksler at bdreksler@interviewstream.com.