Customer Experience Specialist

Job Summary

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Experience Specialist Team. As the Customer Experience Specialist, you’ll be part of an impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!

As the Customer Experience Specialist, you will work directly with our SMB customers throughout the entire customer lifecycle. You will be expected to drive results that tie back to strategic business goals for your team’s goals. The Customer Experience Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.

This position will report to the Senior Manager of Customer Experience.

Essential Duties & Responsibilities

This is an exciting opportunity to play an integral part in Bugcrowd’s Customer Experience  program.   We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment.   Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success.   You are expected to thrive - not in a silo, but in an incredibly well-resourced, supportive, customer fueled environment.  

In this CES role, you will perform the following tasks:

• Customer and Program Strategy: Understand client requirements, manage expectations, and implement actionable strategies to ensure successful program delivery.
• Submission and Ticket Management: Own the review and resolution of the aging submissions queue in Freshdesk, coordinating with customers, researchers, and internal teams.
• Customer Advocacy and Product Feedback: Act as a customer advocate, providing invaluable input and guidance to the Product team by collecting, analyzing, and interpreting client and team feedback.
• Customer Experience Management (CEM) Support: Provide direct support to CEMs, including general administrative tasks, managing client issues, credentials, and assisting with meeting preparation and follow-up.
• Documentation and System Administration: Provide detailed documentation for all client interactions and diligently document processes, client notes, and strategic plans in Gainsight, Salesforce, and Freshdesk; also create programs in the Bugcrowd Platform.
• Data Analysis and Insight: Leverage tools like Gainsight, Salesforce, and Tableau to identify trends, pursue opportunities, and escalate or remediate operational gaps.
• SLA-Driven Inquiry Response: Address customer inquiries promptly according to specific Service Level Agreements (SLAs) and ensure the team maintains clear expectations for response times.
• Project Oversight and Coordination: Review project requirements, identify interdependencies across internal and external departments, delegate responsibilities, and ensure timely completion of work.
• Customer Journey and Retention Ownership: Ensure the execution of key customer journey touchpoints (onboarding, performance reviews, retention) and own the entire renewal lifecycle for the Shared Success segment.<