We're seeking a Customer Success Specialist to join our team supporting agencies that use our software platform for defensible space inspections and green waste management programs. This role combines problem-solving with customer service to ensure our clients can maximize their efficiency and utility from the Fire Aside 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 use 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.  

●  Identify systemic trends and implement effective solutions.

●  Maintain and expand the support documentation library based on common user questions and needs.

●  Review overall ticket content for common support topics to identify opportunities to improve customer onboarding and training.

●  Collaborate cross-functionally with sales, operations, product, and technical teams to resolve customer concerns, envision product features and refinements, and report software bugs observed directly or through customer support.

●  Provide proactive customer outreach and SaaS product deployment assistance.

●  Participate in strategic client account review meetings

●  Time breakdown of responsibilities:

o   40% Monitoring support patterns to identify systemic issues, with ticket and customer communications review and resolution (via email, chat, phone and other communication channels), as the mechanism for that analysis.

o   60%   Efficiency and process improvements, including:

▪   onboarding new customers efficiently and consistently improving processes

▪   strategic (analytical and judgment-based) account management activities including programmatic advisory contributions achieved by building relationships with customers that ensure they are using the products to optimize (data driven)  community resilience programs

▪   knowledgebase expansion/ CRM (Hubspot); and adhoc independent project ownership

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

This position operates during standard business days (Monday-Friday) with flexible hours to accommodate your work-life balance. We offer a hybrid work model, allowing you to work remotely up to two days per week, with the remaining time spent collaborating in our office environment.