Customer Success Specialist
Confirmed live in the last 24 hours
Relay

201-500 employees

Enterprise communication software
Company Overview
Relay is on a mission to help frontline workers by building a platform that makes them feel better, faster, and safer than ever before. Relay has designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – that is disrupting the handheld radio industry for B2B enterprise clients and non-desk workers.

Company Stage

Series A

Total Funding

$13M

Founded

2015

Headquarters

Raleigh, North Carolina

Growth & Insights
Headcount

6 month growth

10%

1 year growth

60%

2 year growth

89%
Locations
Raleigh, NC, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Segment
Business Strategy
Data Analysis
CategoriesNew
Customer Success & Support
Customer Education & Training
Customer Success
Customer Support
Sales & Account Management
Requirements
  • Bachelor's Degree
  • 1+ years experience in Customer Success, Sales Development and/or Account Management
  • Self driven work ethic and strong organizational skills
  • Excellent organizational and communication skills
  • Proven track record of successfully building and supporting relationships with all levels of seniority
  • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
  • Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
  • Ability to thrive and react to changing business needs within a startup environment
Responsibilities
  • Manage a portfolio of B2B customer accounts including their onboarding (training, account configuration, & implementation), full lifecycle management, and support of products & services to the customer
  • Communicate regularly with your customers to develop a deep understanding of their needs, use cases, and pain points
  • Serve as the subject matter expert on Relay product line including device hardware, accessories, mobile application (Relay App), dashboard (Dash), and service/connectivity options
  • Identify and communicate opportunities for upsell of additional Relay products
  • Lead the customer communication plans for product releases on a monthly cadence and internal coordination/resolution for complex and/or critical customer questions/issues
  • Triage & serve as the voice of the customer to the appropriate internal owner including product development, BTS engineering, etc. to ensure that the wide variety of needs are being met
  • Effectively communicate trends in customer needs
  • Monitor analytics and reporting for your portfolio, including proactively communicating with customers whose performance or engagement fall below target metrics
  • Create and maintain training materials for respective customer segment
  • Less than 5% travel as needed