Customer Success Specialist

The Customer Success Specialist will manage and own customer needs that come through the Account Management escalation queue in Salesforce. They should maintain an understanding of the client industry, MMI suite of products, and role in the market and work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk. Identify and facilitate upsell opportunities with customers as appropriate, serve as an escalation point for issues that impact the customer’s success, and advocate customer needs/issues cross-departmentally.

They will maintain regular communication (written and verbal) with customer escalations that they are owning and monitor and record all client communication in Salesforce. The role also involves suggesting practical services offered by MMI to create a more efficient and autonomous office flow and working towards the goal of owning your own small book of business.