Customer Success Specialist

Job Title: Customer Success SpecialistOffice Location: San Anselmo, CA (Hybrid)PeopleEQ is seeking a Customer Success Specialist for our fantastic client. This role combines problem-solving with customer service to ensure our clients can maximize their efficiency and utility from the software solutions. The primary components of this role are centered around becoming a true product expert that helps our clients use the product to best serve their needs, by ensuring rich and efficient onboarding, constantly improving customer-support process, expanding the product knowledge infrastructure, and coaching clients to optimized outcomes.The Customer Success Specialist is responsible for independently managing complex customer accounts, resolving escalated service issues, analyzing user trends and patterns, and developing process improvements that directly impact business operations.Key Responsibilities:Help new customers onboard our products and services.Leverage lessons learned to improve onboarding and level-up client programs.Resolve complex or escalated customer issues and inquiries efficiently and professionally.Exercise independent judgment in handling sensitive and/or high-impact situations.Analyze, troubleshoot, and document software issues reported by agency users.Required Qualifications:3 - 5 years of of combined experience in customer success, account management, or fire agency/prevention operations, with demonstrated ability to manage complex accounts independentlyBachelors degree or relevant work experienceExperience in customer service or support, handling escalations or complex case managementStrong problem-solving skills and ability to quickly learn new softwareExcellent written and verbal communication skills, with the ability to explain technical concepts clearlyStrong documentation skills and attention to detailHigh emotional intelligence and conflict resolution skills.Ability to prioritize and manage multiple support requests efficientlyStrong organizational skills and attention to detail.Preferred Qualifications:Experience working with government agencies or fire prevention operations and programsBackground in GIS, forestry, or fire preventionPrevious experience with support ticket management systemsCompensation Overview: Base Pay Range: $75,000 - $85,000