Customer Success Specialist

3 weeks ago

Lagos, Nigeria The People Practice Full time

Our client is looking to hire a dedicated Customer Success Specialist to join their team. The ideal candidate will be passionate about customer satisfaction and have a strong background in customer success, account management, or client services. You will be responsible for ongoing support, and fostering strong relationships to drive customer retention and loyalty.

Responsibilities

Ticket Management and Issue Resolution:

  • Attend to tickets raised by customers promptly, ensuring timely response and resolution of inquiries, concerns, and technical issues.
  • Serve as the first point of contact for clients, addressing first-level issues and providing troubleshooting assistance to resolve issues efficiently.
  • Communicate with clients to gather necessary information and troubleshoot technical issues effectively, ensuring minimal disruption to their workflow.
  • Document all client interactions, issues, and resolutions accurately in the CRM system to maintain a comprehensive record of customer communications and history.

Escalation Management:

  • Identify and escalate second-level issues or complex technical problems to the appropriate internal teams, such as product development or technical support, for further investigation and resolution.
  • Liaise with internal teams to ensure timely escalation and resolution of customer issues, serving as an advocate for the customer and ensuring their concerns are addressed promptly.
  • Keep clients informed of the status of their escalated issues, providing regular updates and ensuring transparency throughout the resolution process.
  • Monitor escalated issues to ensure they are resolved satisfactorily and follow up with clients to confirm resolution and gather feedback on their experience.

Client Onboarding and Training:

  • Guide new clients through the onboarding process, ensuring a smooth transition onto the company's platform.
  • Provide comprehensive training sessions to educate clients on platform features, functionalities, and best practices.
  • Tailor training sessions to meet the specific needs and objectives of each client, promoting adoption and engagement.

Proactive Account Management:

  • Serve as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and challenges.
  • Conduct regular check-ins with clients to assess satisfaction levels, address any concerns, and identify opportunities for additional value-add services.
  • Collaborate with internal teams to resolve client issues promptly and ensure timely delivery of solutions.

Customer Advocacy and Retention:

  • Act as a client advocate within the organization, representing the voice of the customer and championing their needs and priorities.
  • Identify opportunities to upsell or cross-sell additional products or services that align with clients' goals and objectives.
  • Develop and execute strategies to promote customer loyalty and drive long-term retention.

Product Feedback and Improvement:

  • Gather client feedback on platform usability, features, and functionality, and communicate insights to the product development team.
  • Advocate for client-driven product enhancements and improvements, ensuring that the platform continues to meet the evolving needs of our clients.

Customer Success Metrics Tracking:

  • Monitor key performance metrics, such as client satisfaction scores, usage patterns, and retention rates, to track the success of client engagements.
  • Utilize data-driven insights to identify areas for improvement and implement strategies to enhance customer success outcomes. 

Qualifications

  • Proven experience in customer success, account management, or client services, preferably with a tech product.
  • Proficiency in CRM software and customer success tools.
  • Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.

Must have skills

  • Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
  • Excellent problem-solving abilities and a proactive approach to addressing client needs and concerns.
  • Ability to manage multiple client accounts simultaneously and prioritize tasks effectively.

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