Customer Success Specialist

About UsCOSOL Americas is a leading provider of digital solutions and managed services, specializing in Enterprise Asset Management (EAM) and Enterprise Resource Planning (ERP) systems. As a trusted partner in digital transformation, we help organizations optimize their operations and maximize the value of their technology investments. About The RoleAt COSOL North America, a Customer Success Technician is part of a team responsible for customer retention within the Managed Services group serving as a customer's main point of contact to ensure a positive relationship is maintained and contractual obligations are completed.

Duties include interacting with designated customers on a regular basis, managing Service Level Agreements, ticket management, high level ticket resolution and delivery of services through testing coordination and test completion. Your key areas of accountability will be around five main pillars -Maintaining customer relationships, maintaining service tickets, service reporting & documentation, high-level application support and project testing coordinationWithin these areas of accountability, you can expect your role to involve the following-Establish and maintain customer relationships through daily communications, regular service meetings and general notificationsSchedule and hold service meetings with each major customer at least once per month.

Complete 100% of agreed-upon action items from service meetings within the stipulated timeframes. Ensure tickets are correctly prioritized based on urgency and impact at intake and assigned appropriately. Identify service breaches and work with primary resources and AMS management to ensure action is taken to resolve breached tickets. Identify any escalation points from service meetings and report to the Manager, Service Delivery. Maintain documentation related to Custom Success Technician standard procedures.

Utilize all available resources, written and people, to complete administrative tasks related to testing coordination as assigned by the Managed Services Project ManagerServe as a temporary backup to MS Project Manager to track weekly testing status. Required Qualifications and ExperienceThe ideal candidate will possess the following skills, experience and qualifications-QualificationsAssociate’s degree in business, Communications, or customer service experience (preferred but not required)Experience1-3 years of experience in customer service, customer success, or a related field. Empathy and a customer-first attitude. Excellent communication and interpersonal skills. Strong problem-solving and critical thinking abilities.

Experience in the tech/software industry or a SaaS (Software as a Service) environment. Proficiency in CRM software and customer support tools. Ability to work independently and as part of a team. Strong organizational and time management skills. *Please note, to be eligible for this position, you must be a US Citizen, Permanent Resident, or hold a current valid working visa for the US.

What’s on Offer For You!Genuine opportunity to make a significant impact within a growing businessSalary – Commensurate with experience and suitability for role ($50-$65k USD per annum as a base salary)COSOL Americas is an Equal Employment Opportunity employer. We are committed to providing a workplace free from discrimination, where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected characteristic. Here at COSOL Americas is committed to providing equal access and opportunity during the application process.

If you need a reasonable accommodation due to a disability to participate in the application, interview, or hiring process, please let us know and we will work with you to ensure that your needs are met. How to ApplyPlease submit your application via the “Apply” button on this LinkedIn advertisement by 12th of September 2025 with a current resume (mandatory) and cover letter (optional).