Sr. Customer Success Support Specialist

Job Title : Customer Success Support Specialist

This position can work remotely in CO, FL, GA, MA, NC, NY, TN, TX, or WA

AccUsoft, centered on U - authentic, true, and unique

Meet Accusoft:

Accusoft is a software development company specializing in content processing, conversion, and automation solutions. We enable users to solve their most complex workflow challenges and gain greater insights from content in any format, and on any device. Embedded in the technologies that power our world, from ATMs and medical imaging devices to enterprise content management solutions and websites used by millions of people, our technology connects people with progress. Visit us at www.accusoft.com.

Join us as PART of our organization:

• Proud of Our Purpose
• Aligned in Growth
• Resilient in Change
• True to Ourselves

About The Role

As a member of the Docubee Customer Success team, you will work with a fast-paced, highly motivated, and entrepreneurial team. You will work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases. This role will focus on Accusoft's SaaS product - Docubee. Docubee is a SaaS platform designed to increase operations efficiency and boost productivity by solving common problems that require the creation, routing, review & approval of documents and forms.

Ways You Will Contribute to Our Collective Success

• Successfully onboard new customers, help set up their accounts, troubleshoot issues, and ensure they quickly get the most out of the Docubee platform
• Assist customers and professional services team building and maintaining workflows for new and existing customers.
• Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and submitting feature requests
• Operate as a trusted advisor to customers; develop, maintain, and create business relationships

• Be an advanced power user of the Docubee platform with the ability to teach others, and develop new meaningful ways to use the platform and increase its adoption

• Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow.
• Provide timely second-level customer support via live chat, online meetings, and email
• Respond to technical and non-technical customer inquiries, such as product information, maintenance, and billing questions
• Contribute to the development of customer support, customer onboarding, training, and other processes.
• Collaborate with the support department managers to help make recommendations and assist in developing their support procedures regarding product items.
• Track customer communications and information in CRM.
• Monitor customer Docubee usage and look for opportunities to increase their number of use cases, workflows, and transactions.
• Contribute to marketing and support activities as needed; including developing Docubee videos and written content for customer consumption.
• Understand the customer personas and align upsell campaigns with the product messaging.
• Lead training and support efforts for CSSI roles and new hires
• Work closely with our Channel Partner sales team to ensure a good working rapport with resellers, various departments, and channel partners.
• Understand the customer's business and technical needs; assist the Sales Team in pursuing opportunities for Docubee expansion and integration
• 5-10% travel may be required.

The Background and Experience You Need to Support Success

• Four plus years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or an equivalent combination of education and experience.
• Familiar with computer hardware/software OS and technologies
• Previous experience in customer support or technical support.
• Aptitude or experience supporting high technology software, hardware, IT products, and