Customer Success Agent

Job Description

Job Description

Salary : $45,000-48,000

KioSoft Technologies LLC (KioSoft) is an innovative and expanding hardware / software company that delivers turnkey custom solutions across the Commercial Laundry, Vending, and other unattended Payment Industries. With operations spanning the United States, Canada, Mexico, China, Korea, and partnerships globally, our strength lies in delivering a comprehensive blend of cutting-edge technology and tailored software solutions. These range from basic machine interfaces to advanced applications, branding, and complex networking solutions.

We are looking to hire a Customer Success Specialist at our office in Chattanooga, TN. The CSS will be responsible for ensuring our clients' success by driving product adoption, maximizing customer satisfaction, and fostering long-term relationships. The ideal candidate will have a passion for helping customers succeed, be detail-oriented, and be able to identify opportunities for growth within existing accounts.

Key Responsibilities :

• Technical Expertise : Develop a deep understanding of KioSofts products, their capabilities, and their limitations. Condcut onsite and remote installations.
• Client Relationship Management : Build and maintain strong, long-term relationships with clients, ensuring their success and satisfaction.
• Onboarding and Training : Guide customers through the onboarding process, ensuring they understand how to use the product or service effectively.
• Product Adoption & Support : Monitor customer usage, identify barriers to adoption, and work proactively with customers to resolve any issues.
• Problem Solving : Act as the primary point of contact for customer inquiries and issues, collaborating with other departments (e.g., technical support, sales) to ensure prompt resolution.
• Customer Retention : Identify and prevent potential customer churn by addressing concerns, providing value, and offering solutions that meet client needs.
• Account Growth : Identify opportunities for upselling or cross-selling within existing accounts and collaborate with the sales team to drive revenue growth.
• Customer Feedback : Collect and relay customer feedback to product, sales, and marketing teams to continuously improve the product and customer experience.
• Metrics and Reporting : Track customer success metrics (e.g., NPS, customer satisfaction) and provide regular reports on customer health and success.
• Customer Advocacy : Become an advocate for the customer both within the company and externally, ensuring their needs and expectations are met.

Skills & Qualifications :