The RoleSilkStart is continuing to grow and looking for a Customer Success Specialist to add to the team. If you want to work in an environment that appreciates your hard work, values your contribution, fosters your career and allows you to grow as an individual then SilkStart is the best workplace for you! About SilkStartSilkStart is a leading provider of association management software. We offer competitive salaries, full benefits, and opportunities for advancement. We also offer autonomy in a respectful and collaborative environment where you get to make a difference and have some fun. About the RoleResponsible for a combination of account management, consulting, frontline customer and technical support, and project management. Work directly with clients to provide friendly, accurate, helpful, and timely assistance to ensure they succeed throughout and beyond the setup process. What You'll be Doing- Provide frontline technical support to customers from North America, Europe, Australia and Asia (primarily via email, occasionally by phone).- Onboard and train new customers; manage multiple concurrent onboardings (typical 6–8 weeks).- Liaise between sales and development to ensure a smooth onboarding process.- Lead customer webinars to demonstrate product features and answer questions.- Manage projects across website development, application configuration, data import, and training.- Investigate, document, and diagnose customer issues; determine root cause and escalate as required; increasingly resolve issues independently over time.- Provide updates to customers about improvements and best practices via newsletters, automated emails, and in-app notifications.- Help extend the automated test suite with the QA lead.- Look for ways to improve onboarding and overall client experience.- Assist in developing help content including FAQs, tutorials, and webinars.- Advocate internally for customers’ needs. Must HavesCustomer Obsessed; Good Communicator (verbal and written, strong EQ, explain technical topics to non-technical users); Technical Aptitude (troubleshooting web applications); Great Attitude; Gets Things Done; Self-Directed; Hustle; Respectful Professional; Desire to Learn and Grow. Bonus SkillsExperience with CMSs (WordPress, Squarespace, Wix); HTML/CSS/JavaScript; Zendesk, JIRA, Confluence; payment gateways (PayPal, Stripe, Bambora, Authorize.net); general web tech (HTTP, HTML, AJAX/JSON); Python and/or Bash for automation/tests/tools. Reach OutSend a resume and cover letter to hr@silkstart.com. Only shortlisted candidates will be contacted. Thanks for your interest in SilkStart!