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Customer Success Operations Specialist at Construct Connect

Posted in Nonprofit - Social Services 30+ days ago.

Type: Full-Time
Location: Cincinnati, Ohio





Job Description:

What You Will Do


The Customer Success Operations Specialist is responsible for supporting the Customer Success team in all processes related to sales, upsell, and account maintenance activities. Daily goals include supporting the customer experience and the company’s Customer Success objectives. Tasks can vary daily, based on company and team priorities.


Your Day-to-Day Essential Duties



  • Verify, email, and make contact for on-prem and ConstructConnect renewals.

  • Provide basic customer support including license authorization, purchase history, license configuration, license transfer, company updates, etc.

  • Maintain scheduled touch points both via email and phone during defined renewal period.

  • Resolve customer issues involving customer portal billing questions and underpayments in order to ensure payment and renewal.

  • Work with customer to resolve any credit card declines.

  • Provide administrative sales support for Customer Success Managers, Onboarding Specialists, Customer Success Specialists, Outside Partners, and Academic Program Affiliates including processing transactions.

  • Escalate any cancellation, feedback, or unresolved issues to appropriate Customer Success Team member.

  • Other projects and duties as assigned by management.


What You Bring to the Team



  • High school diploma OR 12 months of successful experience in a ConstructConnect role.

  • Strong teamwork and interpersonal skills.

  • Perpetually exhibits ConstructConnect values

  • Must have intermediate knowledge Microsoft office products


Physical Demands and Work Environment:



  • Must be able to remain in a stationary position 50% of the working day

  • Needs to occasionally move about the office to communicate with staff and attend meetings

  • Constantly operates a computer

  • Frequently communicates verbally with peers and management

  • Must be able to analyze detail close-up


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Customer Success





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