Customer Service Professional
1 week ago
About Our Customer Success Role
A Customer Success Manager plays a pivotal role in customer service, focusing on two key aspects: proactive and reactive solutions. This involves coordinating with internal stakeholders (sales, design, operations) and external customers to resolve critical issues, provide timely updates, and share status information with senior management.
Key Responsibilities:
- Coordinate and drive issue resolution with internal and external stakeholders.
- Negotiate effectively with clients to achieve mutually beneficial outcomes for all parties.
- Track high-priority escalations and coordinate with internal and external teams.
- Ensure exceptional customer experience by identifying gaps in service delivery (design and ops).
- Assess 'at risk' projects with internal stakeholders and drive smoother service delivery to clients.
- Reach out to clients, assess their experience, share feedback with internal departments, and ensure a seamless experience.
Required Skills and Expertise:
- Bachelor's degree in any field.
- 5-8 years of work experience in client-facing roles involving communication and negotiation.
- Strong multitasking and customer success management skills.
- Structured thought process under pressure.
- Ability to provide innovative solutions.
- Understanding of home interior design and build challenges.
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