Job Details

Job Type

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.

Full-time

Description

Due to continuing growth, our team is looking to bring on a Customer Success Representative to develop and maximize emerging technologies for our customers. Success Representatives are advanced customer support staff, providing high-touch customer service on any escalated issues and sustained support to customers experiencing software issues.

The Customer Service Representative will serve as the primary interface for customers. You'll navigate our ERP system (Sage & Acumatica) to process quotes, orders, returns, credits, debits, and service notifications. Consistently deliver high-quality service that instills customer confidence and loyalty.

Who we are:

Platform Accounting Group is a rapidly growing professional services firm providing tax, accounting, assurance, IT consulting, and soon to be wealth management services to small and medium-sized businesses and their owners. We currently have 21 offices in 9 States with much more growth on the horizon. We fully understand that every employee has different needs, so our unique business model allows for more flexible work arrangements than most firms can offer. Enjoy a professional and dynamic work environment while making work/life balance a priority.

What you will do:

• Responsible for proactively engaging with customers, understanding their needs and objectives, and ensuring they derive maximum value from our products/services.
• Foster long-term customer relationships, addressing their concerns, and collaborating with cross-functional teams to drive customer success.
• Proactively reach out to customers to understand their business needs, goals, and challenges.
• Establish a trusted advisor relationship with key customer stakeholders.
• Guide customers through the onboarding process, ensuring a smooth transition to our products/services and a clear understanding of their functionalities.
• Develop a deep understanding of our products/services to provide expert advice and solutions to customers.
• Conduct training sessions, webinars, and workshops to educate customers on best practices and help optimize their use of our products/services.
• Act as a liaison between customers and internal teams (e.g., support, product development) to address and resolve customer issues promptly.
• Collect and analyze customer feedback to identify areas for improvement and advocate for necessary changes.
• Develop and execute customer success plans to drive product adoption, expansion, and long-term customer retention.
• Utilize customer data and analytics to track product usage, identify opportunities for upselling or cross-selling, and assess customer health.
• Prepare regular reports on customer engagement, satisfaction, and retention metrics for internal stakeholders.

What we look for:

• Requires top-notch customer service skills and ability to build rapport.
• Demonstrable ability to troubleshoot complex software issues and test software applications.
• Exceptional written and verbal communication and ability to translate complex technical issues into layman's terms.
• Ability to multi-task and prioritize issues in a fast-paced work environment.
• Desire and ability to support and train customers via phone, remote connections, or in person.
• Proficiency with MS Office Suite.
• High School Diploma or equivalent required; 2 or 4-year degree preferred.
• Previous customer-facing experience and data entry experience.
• Superior data entry speed, accuracy, and attention to detail.
• Ability to thrive in a fast-paced environment and remain calm under pressure.
• Strong planning and organizational skills.
• Excellent written and verbal communication skills.
• Superior active listening skills with the ability to interpret client needs.
• Strong problem-solving skills.
• Proven ability to build customer rapport.
• Commitment to continuous improvement, teamwork, and collaboration.
• Familiarity with working within databases.

What we offer:

• Market-leading base compensation.
• Annual Bonus.
• Paid medical benefits and 401(k).