The Customer Success Specialist will support Skillshare’s B2B Customer Success Manager in the ongoing account onboarding, implementation, and management duties required to ensure that all Skillshare’s B2B customers have a successful and productive experience on the platform. The successful candidate will have a proven track record of working directly with customers in a support capacity, but will also have experience with data entry and behind the scenes support, along with strong digital and interpersonal communication skills. This is a great opportunity for someone with a customer service background to gain Sales/Customer Success experience working in a fast-paced startup environment. 

Please note that this is a part-time contract role - 15-20 hours/week with a minimum commitment of 6 months. 

Responsibilities:

• Work with the Customer Success Manager (CSM) to create new teams, invite team users, and perform other administrative tasks related to the customer onboarding journey
• Manage a select group of account renewal records in Salesforce 
• Identify accounts with high potential for upsell opportunities using CRM data 
• Respond to customer help tickets in Zendesk
• Track customer support ticket requests and synthesize trends for product and experience improvement opportunities 
• Write help center articles to drive self-service based on insights gained from answering customer help tickets
• Backfill key account information in Salesforce 
• Assist the CSM with maintaining/updating existing customer records and reports as needed
• Content Support
• Provide content-related project support to the CSM as needed 

Key Competencies: 

• 3+ years of experience working in a customer-facing role
• Experience using both Zendesk and Salesforce 
• Demonstrated ability to meet deadlines, handle & prioritize simultaneous requests, and communicate roadblocks with a solution-oriented mindset 
• Creative thinker with strong problem-solving skills 
• Ability to communicate effectively with a variety of stakeholders
• Able to work independently with a high level of accuracy