Customer Success Specialist

About Niche
We believe people’s lives are made better by having the right resources to inform their biggest life decisions. Niche is the best place to research U.S. colleges, schools, neighborhoods, and companies. Every month millions of people use our easy-to-read and comprehensive reports cards, rankings, and reviews to choose the right schools, neighborhoods, and companies for them. is all about finding where you fit in and that mission inspires how we operate every day in our office. On top of that, we want Niche to be a place people truly enjoy working.

About the Role
The Customer Success Specialist will be responsible for a variety of projects that assist our Sales, Product, Data, and Marketing teams on a daily basis. You’ll be tasked with a wide range of projects - big and small, exciting and mundane - whatever it takes to make our product better and keep customers happy. From processing data updates to vetting and processing entity claims, you will play a critical role both internally and externally. This position will work closely with Sales, Product, Data, and Marketing to ensure our customers are well-supported.

What You Will Do

During the 1st Month:

  • Learn our site, user and client behavior, and product offerings so you can communicate effectively to internal and external stakeholders
  • Study the industry and learn about our competitors
  • Shadow other members of the Customer Success team
  • Begin attending all meetings pertaining to the Customer Success team
  • Work with team to learn operational processes
  • Begin training in SalesForce and Zendesk

Within 3 Months:

  • Assist our Sales organization by processing claim requests from potential clients, login credential requests, premium inquiries and data updates as part of your day to day
  • Gain knowledge base of data sources,  data collection, and publication policies
  • Learn about Niche rankings and grades
  • Continue SalesForce and Zendesk training - Gain deeper knowledge of the platforms related to team’s use

Within 6 Months:

  • Dig deeper to gain a better grasp of data sources, collection, and publication policies
  • Continue studying Niche rankings and grades related processes
  • Display advanced abilities of claim and data update processes - Take on more difficult claims for districts and larger entities; requiring use of querying tools
  • Field inbound customer  inquiries in response to various workflows in a timely and thorough manner via email displaying excellent writing skills and professionalism
  • Provide front-line technical support to clients regarding their Niche Partner Account portal, escalating technical issues to the appropriate internal parties as needed

Within 12 Months:

  • Display deep knowledge of data sources, collection, and publication policies
  • Demonstrate mastery of claim and data update processes - Become the team expert and provide feedback and suggestions on potential process improvement
  • Show ownership of claim, premium inquiry, log-in request, and data update workflows; becoming a go to resource for clients and our sales team

What We Are Looking For

  • Relentless work ethic - eager to solve one problem and move on to the next
  • Able to balance being very attentive to detail while also working quickly
  • Must have hands on experience with Excel, Google Sheets, or a similar spreadsheet tool
  • Fearless and thick-skinned. Must be able to calmly field inquiries from upset customers
  • Ability to thrive in a fast paced, team-oriented environment
  • Superior critical thinking, research, and writing skills

Useful Experience

  • Bachelor's degree
  • Familiarity with Salesforce or other CRM system
  • Experience using Zendesk
  • Prior experience in Customer Success, Consulting, Account Management, Customer Service or other client facing role a plus

Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening.

Candidates only.  No recruiters or agencies, please. All of our open positions are located in our Pittsburgh, PA office. Sorry, we do not offer relocation assistance.

Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Working at Niche

Niche is a small team based in Pittsburgh, Pennsylvania. We’re a unique blend of data scientists, engineers, parents, and “yinzers” who are looking for exceptional talent to grow our company. Read more about Niche and check out our team page.

We believe people’s lives are made better by having the right resources to inform their biggest life decisions. Your ideas and work will make an immediate impact on our company and millions of users.

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