Client Success Associate

Category: Technology

Location:

SUMMARY

The Customer Success Representative(CSR) provides responsive, high-quality support for Select-level customers.This role serves as the primary point of contact for customer serviceescalation requests and account inquiries, working to resolve issuesefficiently and ensure customer satisfaction. The CSR role is integral tomaintaining positive relationships with Select-level accounts by promptlyaddressing their needs, escalating issues when necessary, and upholding servicelevel agreements (SLAs) to enhance the customer experience. As a reactive accountmanagement team member, the CSR collaborates closely with technical supportteams and company stakeholders to deliver a seamless and responsive clientexperience.

JOB RESPONSIBILITIES

• Customer Supportand Service Request Management
• Serve as the primarypoint of contact for Select-level accounts, handling inbound customer requestsfor services, escalations, and general inquiries.
• Coordinate withtechnical support and engineering teams to address issues and escalate complexcases when necessary.
• Follow up on servicerequests to ensure prompt, accurate solutions are provided, and customers aresatisfied with the outcomes.
• Account Managementand Relationship Building
• Serve as the primarypoint of contact for Select-level accounts, handling inbound customer requestsfor services, escalations, and general inquiries.
• Coordinate withtechnical support and engineering teams to address issues and escalate complexcases when necessary.
• Follow up on servicerequests to ensure prompt, accurate solutions are provided, and customers aresatisfied with the outcomes.
• Account Managementand Relationship Building
• Develop and maintain apositive relationship with Select level customers to foster customer loyaltyand retention.
• Keep Select-levelcustomers informed on the status of their service requests and provide regularupdates on service developments.
• Identify potentialservice needs and communicate opportunities for additional support or servicesto relevant account managers or sales representatives.
• Work with the accountmanagement team to complete any potential cross-sell or upsell opportunities,collaborate with renewals specialists to assist with any client renewals
• Documentation andReporting
• Maintain accuraterecords of all customer interactions and outcomes in CRM/CSM and ticketingsystems.
• Prepare reports onservice request trends, response times, and resolution effectiveness forSelect-level accounts, identifying potential areas for process improvements.
• Document common issuesand resolution procedures to enhance knowledge-sharing within the team.
• Service Quality andCompliance
• Participate in ongoingtraining and development to stay up-to-date with industry best practices andcompany services.

QUALIFICATIONS

• Bachelor’s degree inbusiness administration, marketing, or a related field
• preferred but notrequired.
• 1-2 years ofexperience in client success or account management
• Fluent in AmericanEnglish; strong speaking and writing skills.
• Excellentcommunication and interpersonal skills.
• Strong organizationalskills and attention to detail.
• Ability to managemultiple priorities and projects simultaneously.
• Knowledge of customersuccess principles and best practices.
• Experience workingwith CRM systems and other customer success tools.
• Passion for deliveringexceptional customer service and building long-term relationships withcustomers

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
• Should be amenable toa permanent night shift schedule.

Details

Originally posted on Himalayas