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Cohere is looking for a Customer Success Specialist in support of our customer success leadership. This role will be an integral member of the Client Success team and will serve as one of our customer’s key points of contact, assisting with business, product, and technical support. This person will play a critical role in nurturing and developing customer relationships and will lead the resolution of customer issues, help to shape reporting efforts, and work with teams across Cohere in support of customers.
Key Responsibilities:
Develop strong and sustainable business relationships with Cohere’s current client accounts in support of current work and expansion efforts.
Support Client Success Managers in all steady state activities
Manage, track, and monitor progress against day-to-day operational work, milestones, and ongoing work plans.
Maintain knowledge of all current and upcoming activity with client accounts in relation to current scope and expansion opportunities
Partner with clients to troubleshoot issues and to identify solutions.
Collaborate with cross-functional teams within Cohere to effectively respond to customer issues and inquiries.
Track key internal updates and performance indicators that should be shared with client accounts and help to determine most effective way to share information.
Create reporting materials and client facing presentations to share updates, progress against targets, and overall performance for client accounts.
Desired Profile:
Bachelor’s degree
3-5 years of experience in client-facing roles (customer success, customer support, or similar role)
Passion for building relationships with key stakeholders and prioritizing their needs
Excellent project management and communication skills with strong interpersonal skills
Operationally minded and able to effectively problem solve in partnership with client accounts
Ability to effectively work cross-functionally, including with technical teams
Experience working in healthcare, preferably with health plans, preferred
Experience working in fast-paced startup environment preferred
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