Globoforce, Inc.

  • Customer Success Specialist

    Job Locations US-MA-Framingham
    Category
    Customer Success
    Type
    Regular Full-Time
  • The Company

    Pioneer of the WorkHuman movement, Globoforce makes work more human for millions of people and organizations worldwide. Today, Globoforce is the leading provider of human applications, including its award-winning Social Recognition solution. Through its WorkHuman Cloud suite of products, companies can strengthen employee performance and relationships between people and teams on a more positive, socially connected level – in tune with how work gets done today. Founded in 1999, the company is headquartered in Framingham, Mass., and Dublin, Ireland.

    The Job

    Our Customer Success Team is responsible for ensuring our customers receive an outstanding customer experience and meet their business goals. Customer Success Managers and Specialists work with customers at the beginning and throughout the duration of their customer lifecycle to ensure that their world class employee recognition programs are seamless, effective and fully adopted. Customer Success Managers and Specialists work together delivering the results desired for both the client and Globoforce.

    Customer Success Managers and Coordinators work together with customers to enhance their overall experience with Globoforce and their employee recognition programs. They are committed to working with customers throughout the customer’s lifecycle and ensuring each one receives the maximum value from our solution.  We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.  This is not simply a vendor relationship. We are true partners with our customers.

    The Customer Success Specialist’s primary role is to assist the Customer Success Managers in delighting a set of pre-defined customer accounts.  The Specialist will own and take responsibility for day to day customer activities such as assisting with preparation for strategic account reviews, addressing change requests as customer needs evolve, looking at customer data and sharing insights, tracking production issues and tending to other ad hoc customer requirements.

     

    This is an exciting opportunity for an individual who is excited by Customer Success, relishes responsibility and is looking to join a fast-paced, high growth environment and looking to build a long- term career in Customer Success. 

     

    The ideal candidate will have experience delighting customers, owning projects and delivering against tight timelines, excellent attention to detail and great communication skills.

    Responsibilities, Skills & Qualifications

    Responsibilities:

    • Maintain a detailed knowledge of Globoforce’s products and services
    • Detailed understanding of Global Strategic Recognition and best practices that deliver program success
    • Understanding of the Customer Success mission, goals and objectives including operational practices that ensure the delivery of Customer Success at Globoforce
    • Detailed knowledge of our proprietary Configuration Application tool and the processes to make changes to client programs using the application
    • Document and deliver client change requests
    • Document and track all production issues and bugs using Bugzilla
    • Provide follow up to the Customer Success Manager regarding bugs in progress
    • Ad hoc report generation for customers, where possible helping the customer understand how to use our self-service tools in the future for ease and efficiency
    • Request data from our internal data analyst for reports required to populate Account Review decks according to the outlined process for such requests
    • Create reports from internal applications to populate all areas of the Account Review deck
    • Complete Account Review decks for your designated accounts
    • Ad hoc administrative requirements as requested from your customer accounts

     

    Requirements & Qualifications:

    • High energy and positive ‘can do’ attitude
    • Ability to perform in a fast-paced, high-intensity, deadline-oriented work environment
    • Comfortable communicating with customers with a professional approach
    • Exceptional oral and written communication skills required to document and communicate with internal and external resources
    • Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
    • Demonstrated project management skills
    • Ability to work independently as a self-starter
    • Comfortable working with technology applications
    • Ability working with data and generating/analyzing reports
    • Strong project management skills
    • Experience with website creation and administration a benefit
    • Bachelor’s Degree preferred
    • 3+ years of business experience, ideally in a customer service role
    • Proficient in SalesForce.com, and Microsoft Office especially PowerPoint

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