Customer Success Specialist (Independent Contractor)

Location: Remote,None,None Job title: Customer Success SpecialistWolfram, creator of Mathematica, Wolfram|Alpha and Wolfram Language, is looking for a Customer Success Specialist who will help craft our customer-success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions and improve relationships.ResponsibilitiesOwning the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention and satisfactionEstablishing relationships as a trusted and strategic advisor to help ensure the continued value of Wolfram's key products and servicesDeveloping and maintaining customer-success strategies and best practicesCommunicating effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share what has been learnedContributing to developing, improving and maintaining customer-success metrics and dataServing as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices and documenting bothOnboarding new clients and guiding them through product setup, training and initial usage to ensure successful adoptionConducting regular check-ins and business reviews with customers to assess progress, gather feedback and discuss future goalsReviewing the customer journey, determining how it's supported and using a consultative approach to help clients overcome issues and achieve their goalsFacilitating interaction and workflow among project team members to ensure timely deliverablesCollaborating, problem solving and strategizing with team members on upcoming client meetingsPreparing documentation or training materials for clients as neededAnalyzing trends in CSAT and other scores to identify areas for improvementWorking with the sales and marketing teams to boost customer referrals and develop case studiesManaging customer escalations and ensuring issues are resolved quickly and effectivelyQualificationsProficiency in English with excellent written and verbal communication skillsTwo to three years of experience in communications, sales, account management or customer successStrong skills in strategic planning and project managementAnalytical and process-oriented mindsetAbility to work effectively across multiple departments in a deadline-driven environmentActive team player, self-starter and multitasker who can quickly adjust prioritiesPreferred qualificationsBachelor's degree or equivalent in a technical or scientific fieldExcellent problem-solving skillsExperience in programming, applied mathematics, data science and/or machine learningKnowledge of project management toolsPotential and interest to grow into a customer success manager roleLocation: Fully remote and seeking candidates from Argentina, Chile, Colombia, Ecuador, Mexico and PeruJob type: Full time (40 hours per week)/Independent ContractorReporting to: Manager of Wolfram Technology GroupWolfram is an equal opportunity employer and values diversity at its company. Women, people of color, members of the LGBTQ community, individuals with disabilities and veterans are strongly encouraged to apply.Apply NowOriginally posted on Himalayas

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