Customer Success Specialist presso AVERRO LLC

Description

Customer Success Specialist (CSS)

Department: Technology Solutions

Job Overview

We’re seeking a Customer Success Specialist to join our growing Averro Tech organization. In this role, you’ll serve as a trusted partner to our clients — balancing relationship management, technical awareness, and service delivery excellence. You’ll manage a portfolio of customer accounts, ensuring their business and technical needs are met while driving high levels of satisfaction and retention.

This is not an entry-level role. You’ll bring prior experience in IT services or customer success and be comfortable engaging with technical teams, presenting service insights, and spotting opportunities for renewal or growth. Working closely with our Customer Success and Service Delivery leaders, you will directly contribute to client sentiment, retention, and long-term partnerships.

Key Responsibilities

1. Client Relationship Management
   • Act as the day-to-day contact for a portfolio of customers, ensuring consistent communication and proactive engagement.
   • Build trust with decision-makers and end users by understanding their business priorities and aligning services to support them.
2. Client Sentiment & Success Metrics
   • Monitor and act on customer satisfaction metrics (CSAT, NPS, sentiment surveys).
   • Identify churn risks early and collaborate with leadership to resolve root causes.
   • Track and report on success plans for assigned clients.
3. Service Delivery Oversight
   • Partner with the Service Desk, Engineering, and Project teams to ensure SLAs are met and issues are resolved quickly.
   • Lead weekly/monthly ticket and performance reviews for assigned clients.
4. Quarterly Business Reviews (QBRs)
   • Prepare and deliver QBRs for clients, highlighting service performance, license usage, upcoming needs, and strategic opportunities.
5. Renewals & Expansion
   • Collaborate with sales to identify and support service renewals, expansions, and upsell opportunities.
   • Provide insights into client business needs that could benefit from new Averro services.
6. Continuous Improvement & Feedback
   • Capture client feedback and propose improvements to enhance the customer journey.
   • Contribute to process improvement initiatives within the Customer Success function.
7. Training & Enablement
   • Deliver basic client training sessions on Averro tools, Microsoft solutions, and service processes.
   • Create clear and client-friendly guides, tutorials, and FAQs.

Qualifications

Qualifications

• Bachelor’s degree (or equivalent experience) in Business, IT, or related field.
• 3–5 years in Customer Success, IT Service Delivery, or Account Management (MSP or tech services experience preferred).
• Strong understanding of IT services, cloud computing, and modern workplace tools (Microsoft 365, Azure, security basics).
• Proficient in CRM and ticketing platforms (Salesforce, ServiceNow, Datto, Monday.com, etc.).
• Proven ability to manage multiple clients and priorities in a fast-paced environment.
• Exceptional communication and relationship-building skills, with a client-first mindset.

Personal Attributes:

• Proactive, resourceful, and accountable — takes ownership of client outcomes.
• Confident in presenting to executives as well as working with technical teams.
• Curious, adaptable, and eager to grow with evolving technology and client needs.
• Team-oriented, balancing individual accountability with collaborative success.