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Customer Success Specialist

Closing: Jun 3, 2024

4 days remaining

Published: Apr 4, 2024 (2 months ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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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.
Responsibilities
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.

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