Customer Success Specialist

Let’s be unstoppable together!At the organization, a passion for continuous learning and growth fuels the team's drive. Feedback is sought and shared freely, and victories both big and small are celebrated in an environment that is flexible and accommodating to work and personal lives. This team is dedicated to fostering inclusivity and belonging. Unique experiences, cultures, and viewpoints that each individual brings are valued and celebrated. By embracing a wide range of backgrounds, skills, and expertise, a stronger, more innovative environment is created for employees, clients, and communities. Everyone is encouraged to bring their full self to work. Join this inclusive, committed team to be a challenger, own outcomes, and stay curious together. The organization is proud to be Certified by Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at the organization.About the Opportunity:A user-focused, detail-oriented, resourceful individual is needed to support the ongoing success of Emiri client deployments. This role bridges product support, user experience, and development by investigating issues, coordinating resolutions, coaching commercial teams, and managing communication between users, client service teams, and product development.Job Responsibilities:• Apply a voice of customer lens to user feedback and issues to surface enhancement opportunities and influence the product roadmap• Own issue root cause identification and resolution to triage root causes between feature enhancements, system bugs, and user education• Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos• Support setup, configuration, and QA of client models• Drive continuous improvement of support processes, tools and user education materials• Clearly communicate guidance and resolutions to users or internal teams• Test new enhancements or fixes prior to release to ensure quality and expected behavior• Prepare concise write-ups of confirmed bugs or feature requests for the development teamRequirements:• Familiarity with organization tools, including Unify+, model/report building, and ideally Emiri• Background in product or client support, operations, or troubleshooting technical issues, ideally with a focus on data-driven AI tools• Analytical and problem-solving skills, with the ability to investigate user reports, logs, and system behavior to identify root causes• Strong organizational skills to support multiple client deployments and maintain flawless on-time delivery and service levels• Strong communication abilities, especially in simplifying technical concepts for non-technical users and collaborating across teams• Tech-curious mindset, comfortable learning prompt engineering and system behavior, with a process-driven approach to managing issues, QA, and feedback loops• Familiarity with AI systems, natural language processing tools, or machine learning products• Experience using tools like Jira, Confluence, or similar issue tracking and documentation systems• 5+ years of experience in client support for data analytics and reportingOrganization Behaviors:As well as the technical skills, experience and attributes that are required for the role, shared behaviors sit at the core of this organization. Therefore, individuals are sought who can continuously champion these behaviors throughout the business within their day-to-day role:• Stay Curious: Being hungry to learn and grow, always asking the big questions.• Seek Clarity: Embracing complexity to create clarity and inspire action.• Own the Outcome: Being accountable for decisions and taking ownership of choices.• Center on the Client: Relentlessly adding value for customers.• Be a Challenger: Never complacent, always striving for continuous improvement.• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.• Commit to each other: Contributing to making the organization a great place to work for everyone.Location:This position can be located in the following area(s): United States (Remote)Prospective candidates may be asked to consent to background checks (in accordance with local legislation and the candidate privacy notice). Your current employer will not be contacted without your permission.The below range reflects the range of possible compensation for this role at the time of this posting. Ultimately, compensation may be higher or lower than the posted range. This range may be modified in the future. An employee’s position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. The salary range for this role is $90,000 to $100,000.This job is also eligible for bonus pay.A comprehensive package of benefits is offered, including paid time off, medical, dental, vision insurance, and 401(k) to eligible employees.