Strategic Customer Advocate
2 days ago
We are seeking a skilled and proactive Customer Success Associate to join our organization. This role is responsible for improving the overall customer experience by managing key performance indicators (KPIs) such as Sentiment Analytics, Engagement Scores, and Request Completion SLAs.
Key Responsibilities:
- Monitor and Analyze KPIs: Track and analyze key performance indicators to drive 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 & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align 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 & 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 & 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 & 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 & 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.
Requirements:
- Strong analytical skills with ability to track and analyze KPIs.
- Excellent communication and interpersonal skills with ability to work effectively with cross-functional teams.
- Ability to foster strong relationships with customers and drive customer retention and growth.
- Proficiency in using CRM systems and other productivity tools.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Benefits:
- Competitive compensation package.
- Ongoing training and development opportunities.
- Collaborative and dynamic work environment.
Why Join Us:
We are a company that values innovation, teamwork, and customer satisfaction. We offer a dynamic work environment where you can grow your career and make a meaningful impact on our customers' success.
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