Customer Success

Remote Work
Full Time
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We are looking for a technically savvy customer success who possesses a strong drive for results. Duties for the customer success will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Requirement

  • Communications or marketing degree.
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Excellent communication and interpersonal skills.
  • Demonstrate leadership qualities.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes.
  • Experience in document creation.
  • Patient and active listener.Passion for service.

Resposibility

  • 1. (Advocate for the company) Since a CS works one-on-one with customers, they have an opportunity to significantly influence your customer base. They should act as personal cheerleaders for your business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their friends.
  • 2. (Onboard new customers) Onboarding is one of the biggest priorities for CS. That's because it's extremely important to educate customers on how to use your product. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.
  • 3. (Follow up on renewals) The job of the CS is to create loyal, repeat customers instead of one time users. This is why renewals are key for this position. CS should keep track of customer product expiration dates -- whether they be monthly, quarterly, or annually -- and follow up with customers to renew their contracts. Without following up, you risk potential churn which impacts your customer retention rates.
  • 4. (Problem Solver) The job of the CS is to explore different problems customers are facing, which the company can resolve using existing or new solutions. CS needs to listen and analysis needs and wants of customers, from strategic to technical level, and work with internal teams to come up with the commercial solution.
  • 5. (Encourage upsells and cross-sells) Another way to increase a customer's lifetime value is through upselling and cross-selling. CS are dedicated to fulfilling customer goals, which creates an opportunity to introduce premium products and services. When customers are ideal for an upgrade, CS can meet with them to explain why the additional purchase will be helpful. Since your CS will have a rapport with the customer, they'll be more likely to trust your team's advice.
  • 6. (Build relationships between customers and the support team) There are some questions customers will have that aren't the responsibility of the CS. Technical issues, minor product problems, and basic business questions should be geared towards your customer support team. CS should foster a relationship between customers and support, making it easier for users to solve small or short-term problems.
  • 7. (Be the voice of the customer) As someone who works directly with customers, a CS should feel responsible for advocating their needs. They need to have a in-depth understanding of customers likes and dislikes about your products, which can be discovered through surveys, reviews, referrals, and more. CS should organize, analyze, and share this information with other departments to ensure your company's decisions always consider the voice of the customer.

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