Customer Success Advocate

1 day ago

Hubli, Karnataka, India beBeeCustomerSuccess Full time US$ 60,000 - US$ 75,000
Job Opportunity: Customer Success Specialist

We are seeking a highly skilled and dedicated individual to fill the role of Customer Success Specialist.

This position is focused on enhancing the overall customer experience by managing key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs.

The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.

Key Responsibilities:
  • KPI Monitoring and Analysis: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs. Utilize data-driven insights to inform customer success strategies and ensure customer satisfaction.
  • Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
  • Business Reviews and Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
  • Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
  • Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
  • Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
  • Customer Education and Empowerment: Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
  • Escalation and Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
  • Customer Retention and Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
  • Reporting and Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

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