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Crane WW
Customer Success SpecialistCrane WW • Houston, TX, United States
No longer accepting applications
Customer Success Specialist

Customer Success Specialist

Crane WW • Houston, TX, United States
15 days ago
Job type
  • Full-time
Job description

Job Title

Essential Job Functions

  • Meet defined SLAs for all support inquiries during business hours
  • Perform live troubleshooting and white-glove onboarding assistance as needed
  • Maintain and grow client-facing and internal help content, including FAQs, how-to guides, and release summaries, in collaboration with product
  • Design and produce instructional and feature walkthrough videos to reduce repetitive support requests and enable self-service
  • Proactively monitor client engagement and identify opportunities to drive adoption and reduce friction
  • Collect, organize, and synthesize feedback, and bring forward product improvement suggestions backed by real data
  • Manage a running log of recurring issues and work with product to close systemic gaps
  • Support demo and UAT environment prep so sales and implementation teams are always equipped
  • Track and report on support metrics and client health on a regular cadence
  • Other duties as assigned

Other Skills & Abilities

  • Experience supporting a SaaS or technology platform preferred
  • Familiarity with support and ticketing tools such as Jira or similar platforms
  • Strong written and verbal communication skills
  • Comfortable handling ambiguity and working cross-functionally
  • Analytical mindset: able to identify patterns in data and translate them into actionable recommendations
  • Self-starter with a bias toward documentation and process improvement

Education & Experience

  • Bachelor's degree or equivalent experience
  • 2 to 5 years of experience in customer success, technical support, or client operations

Work Location & Physical Requirements

  • Job requires the ability to use vision, adjust focus and work on a standard computer screen.
  • Job may require extended sitting or standing, use of standard office equipment.
  • Job will require presence at the assigned work location.
  • Job requires attendance and dependability.

Why Should You Work for Crane?

  • Quarterly Incentive Plan
  • 136 hours of Paid Time Off (17 days per year), usable for sick time or personal use
  • Excellent medical, dental, and vision benefits
  • Tuition reimbursement for education related to your job
  • Employee referral bonuses
  • Employee recognition and rewards program
  • Paid volunteer time to support a cause close to your heart
  • Employee discounts
  • Wellness incentives of up to $100 per year for completing challenges, plus a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.

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Customer Success Specialist • Houston, TX, United States

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