
Strategic Customer Advocate
5 days ago
We are seeking a dedicated and data-driven Customer Success Associate to improve the overall customer experience by managing key performance indicators (KPIs).
The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.
The role involves:
- Monitoring and Analyzing KPIs: Track and analyze customer sentiment, engagement scores, and service request completion SLAs.
- Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs.
- Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance and align our solutions with their goals.
- Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests and facilitating necessary product or service updates.
- Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements.
- Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data.
- Customer Education & Empowerment: Deliver regular training and resources to customers to ensure they are maximizing the value of the product.
- Issue Resolution: Identify and address customer issues in a timely and effective manner.
To succeed in this role, you should have:
- Experience: 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role.
- Data-Driven: Strong ability to analyze and interpret customer data.
- Problem Solving: Strong problem-solving and critical thinking skills.
- Communication Skills: Excellent verbal and written communication skills.
- Organizational Skills: Exceptional time management and organizational skills.
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