Qualifications - Proven experience in customer success, account management, or client services, preferably with a tech product.
- Proficiency in CRM software and customer success tools.
- Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
Required Skills:
- Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
- Excellent problem-solving abilities and a proactive approach to addressing client needs and concerns.
- Ability to manage multiple client accounts simultaneously and prioritize tasks effectively.
Duties
Ticket Management and Issue Resolution:
- Attend to tickets raised by customers promptly, ensuring timely response and resolution of inquiries, concerns, and technical issues.
- Serve as the first point of contact for clients, addressing first-level issues and providing troubleshooting assistance to resolve issues efficiently.
- Communicate with clients to gather necessary information and troubleshoot technical issues effectively, ensuring minimal disruption to their workflow.
- Document all client interactions, issues, and resolutions accurately in the CRM system to maintain a comprehensive record of customer communications and history.
Escalation Management:
- Identify and escalate second-level issues or complex technical problems to the appropriate internal teams, such as product development or technical support, for further investigation and resolution.
- Liaise with internal teams to ensure timely escalation and resolution of customer issues, serving as an advocate for the customer and ensuring their concerns are addressed promptly.
- Keep clients informed of the status of their escalated issues, providing regular updates and ensuring transparency throughout the resolution process.
- Monitor escalated issues to ensure they are resolved satisfactorily and follow up with clients to confirm resolution and gather feedback on their experience.
Client Onboarding and Training:
- Guide new clients through the onboarding process, ensuring a smooth transition onto the company's platform.
- Provide comprehensive training sessions to educate clients on platform features, functionalities, and best practices.
- Tailor training sessions to meet the specific needs and objectives of each client, promoting adoption and engagement.
Proactive Account Management:
- Serve as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and challenges.
- Conduct regular check-ins with clients to assess satisfaction levels, address any concerns, and identify opportunities for additional value-add services.
- Collaborate with internal teams to resolve client issues promptly and ensure timely delivery of solutions.
Customer Advocacy and Retention:
- Act as a client advocate within the organization, representing the voice of the customer and championing their needs and priorities.
- Identify opportunities to upsell or cross-sell additional products or services that align with clients' goals and objectives.
- Develop and execute strategies to promote customer loyalty and drive long-term retention.
Product Feedback and Improvement:
- Gather client feedback on platform usability, features, and functionality, and communicate insights to the product development team.
- Advocate for client-driven product enhancements and improvements, ensuring that the platform continues to meet the evolving needs of our clients.
Customer Success Metrics Tracking:
- Monitor key performance metrics, such as client satisfaction scores, usage patterns, and retention rates, to track the success of client engagements.
- Utilize data-driven insights to identify areas for improvement and implement strategies to enhance customer success outcomes.
