Customer Success Specialist

Singlewire Software, based in Madison, Wisconsin, is dedicated to shaping a future where every organization can protect its people with confidence. We deliver innovative solutions, including InformaCast critical communication and incident management software, the InformaCast Wearable Alert Badge, and Visitor Aware visitor and safety management software.

Our technology helps organizations instantly reach the right people, coordinate responses, and manage critical events - empowering schools, healthcare systems, manufacturers, enterprises, and public organizations to create safer environments.

Just as important as what we build is how we work. We're a collaborative, supportive team that cares deeply about our mission, our customers, and each other.

An exciting opportunity is available for a Customer Success Specialist to join the Singlewire team. This position is part of a highly visible and customer-facing team responsible for the post-sale success and satisfaction of Singlewire Customers. If you are passionate about working with others and enjoy working in a fast-paced environment - this might be the position for you!

What You'll Do

The Customer Success Specialist will work closely with Customer Success Operations, executing strategies for customer satisfaction, revenue growth and expansion, and risk mitigation. Our primary focus is revenue protection and a growth mindset.

Key criteria that make you a good fit for this role include experience driving business outcomes for customers in a one-to-many setting, large-scale outreach through automated and manual campaigns, and the ability to understand and anticipate customer needs and contribute meaningful solutions to identified problems.

To be successful in this role, you'll need to be able to execute the following responsibilities:

• Responsible for prescribed customer engagements during the post-sale customer lifecycle
• Manage a high volume of customer contacts via phone and email each day - utilizing Salesforce CRM to organize and prioritize activities
• Triage incoming customer requests and route to appropriate internal resources
• Understand and articulate the unique value proposition of our product
• Coordinate with CS operations to improve playbooks that impact customer health
• Advocate for customers' needs and share feedback to resolve customer challenges
• Contribute thoughtful solutions to customer challenges to improve the customer experience
• Work towards Key Performance Indicators (KPIs), both individually and as part of a team

No travel is expected for this role.

Required Qualifications:

• Bachelor's degree or equivalent work experience
• 1+ years experience in Customer Success

Preferred Qualifications:

• Demonstrated ability to connect product capabilities to customer ROI; experience with value-driven outcomes
• Experience developing customer relationships and influencing decisions
• Experience developing and executing outreach campaigns
• Demonstrated ability to establish and maintain a high level of partner and customer trust and confidence
• Technical aptitude with a solid understanding of technology and how a product works
• Ability to effectively adapt to changing technology and an evolving strategy in a growing organization
• Critical thinking skills with a resilient approach, adaptable and work well under pressure with meticulous attention to detail
• Excellent organizational and time management skills

At Singlewire, we believe what we do truly matters. We're passionate about protecting people and helping organizations respond when it counts. We're a team of collaborators who support each other, work hard toward shared goals, and celebrate successes together.