Customer Success Support Specialist

A Customer Success Support Specialist (CSS) at Prelude plays a critical role in ensuring client success by delivering exceptional support and guidance throughout their engagement with our products. A Prelude CSS has a keen understanding of Prelude’s software features and will be responsible for addressing support inquiries and conducting onboarding training sessions for clients. This role requires a strong technical background, excellent communication skills, enthusiasm for teaching and sharing knowledge with others, and a dedication to providing outstanding customer experiences.

Responsibilities

1. Support:
   • Respond promptly and effectively to client inquiries via email or support portal.
   • Provide clear and concise instructions to clients on how to resolve issues independently when possible.
   • Assist in diagnosing and troubleshooting technical issues reported by clients with our products.
   • Escalate complex technical issues to the appropriate internal teams and follow up until resolution.
2. Client Training:
   • Conduct training sessions for clients to ensure a smooth onboarding process.
   • Customize training materials to meet the specific needs and skill levels of clients.
   • Educate clients on best practices, tips, and tricks to maximize the value they derive from our products.
   • Communicate with clients in between training sessions to address any questions or concerns and ensure their continued success.
3. Documentation and Knowledge Sharing:
   • Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist clients in resolving common issues independently.
   • Contribute to the development of training materials and resources for clients and internal stakeholders.
4. Relationship Building:
   • Build strong relationships with clients in training by demonstrating a commitment to their success.
   • Proactively engage with clients to gather feedback, identify opportunities for improvement, and advocate for their needs within the organization.
5. Cross-functional Collaboration:
   • Collaborate with and support Customer Success team members to facilitate product training and implementation.
   • Share insights and feedback gathered from client interactions with Sales, Product Development, and other cross-functional teams to help improve the customer experience, product usability, and performance.

Requirements

• Bachelor's degree (major or minor) in a technical or analytical field.
• Experience teaching or training groups of individuals preferred.
• Strong technical aptitude and ability to quickly learn and understand complex software systems.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
• Customer-focused mindset with a passion for delivering exceptional service and support.
• Ability to work effectively with little supervision, multitask, and be flexible.
• Experience in a technical support or customer-facing role, ideally in a software or technology company. [Preferred]