Job Title: Customer Success Specialist

Office 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 independently
• Bachelor’s degree or relevant work experience
• Experience in customer service or support, handling escalations or complex case management
• Strong problem-solving skills and ability to quickly learn new software
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
• Strong documentation skills and attention to detail
• High emotional intelligence and conflict resolution skills.
• Ability to prioritize and manage multiple support requests efficiently
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience working with government agencies or fire prevention operations and programs
• Background in GIS, forestry, or fire prevention
• Previous experience with support ticket management systems

Compensation Overview: Base Pay Range: $75,000 - $85,000