Customer Success Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing! Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients. Event Rental Systems (ERS) and Dumpster Rental Systems (DRS) are leading providers of vertical SaaS solutions serving the event rental and waste/dumpster rental industries. Their cloud-based platforms deliver end-to-end business management tools including online booking, contract management, dispatch and routing, inventory tracking, CRM, integrated payments, reporting, and mobile field applications. Designed specifically for rental operators, ERS and DRS enable businesses to streamline operations, improve customer experience, increase asset utilization, and scale efficiently through automation and real-time visibility across their organizations. ERS and DRS operate as part of Fullsteam, a portfolio of vertical market software and embedded payments companies. Backed by Fullsteams resources and integrated payments platform, ERS and DRS combine deep industry expertise with the stability and growth opportunities of a larger technology organization. ERS/DRS is seeking an exceptional, customer-focused professional to join our team and deliver a best-in-class onboarding experience for our clients. Note: This is a remote position, with a preference for candidates located in or near Austin, Texas. Primary Responsibilities: Simultaneously manage multiple customer relationships in regard to the onboarding experience into ERS/DRS software; including, but not limited to, consultation regarding software setup, defining rule sets applicable based on unique customer configurations and managing basic site modifications as needed. Build and maintain strong relationships with key stakeholders at client organizations. Act as the primary point of contact for any issues or inquiries related to the onboarding ERS/DRS software, providing timely and effective solutions to enhance client satisfaction and retention. Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise throughout onboarding. Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics. Consult and facilitate training of customers on the use of software products and systems that we develop. Provide direct follow-up training when and where applicable and at your discretion as the owner of the customer relationship. Maintain a comprehensive understanding of the company software and services. Contribute ideas for improvements and enhancements for new features to be implemented into the system. Maintains client confidence and protects operations by keeping information confidential. Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management. Must work the hours and location as assigned by management. Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines. Skills & Competencies: Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with leadership staff, cross functional teams, and external sources. Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer. Must have experience in support and/or customer relationship management with experience implementing SaaS preferred. Must have excellent demeanor with customers and problem-solving skills. Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems. Demonstrated troubleshooting abilities and attention to detail. Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines. Ability to use computers and computer systems to navigate databases, enter data, and process and document information. Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace. Minimum Qualifications: Three (3) years customer facing experience, ideally supporting software applications. Hourly range: $15.85$25.00 per hour. Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law. It has come to our attention that various individuals and organizations are contacting people offering false employment opportunities with Fullsteam. These individuals and organizations may request personal information or money in order to progress the application. Fullsteam does not ask for money transfers or payments from applicants to secure a job. If you are asked for money transfers or payments to secure a job, you should assume that such individuals and organizations are not providing genuine offers or services. If you believe you have received a fraudulent job offer, we would appreciate you contacting us at HumanResources@fullsteam.com. All legitimate open positions at Fullsteam can be found in our careers job site. Please access that from the Apply for a job section to verify the legitimacy of a job offer. Fullsteam: Leading the Evolution of Software and Payments Fullsteam integrates modern and scalable payments technology with vertical software to create industry-specific features and end-to-end business management systems. Fullsteam is a rapidly growing, dynamic, and exciting private equity-backed software and payments company headquartered in Auburn, AL. The company was formed in 2018 by a core group of talented payments and software experts. Fullsteam is quickly expanding its operations through the acquisition of strategic portfolio companies that could benefit from our cutting-edge software and payments platform.