Analyst, Product CEX
4 weeks ago
We are seeking a Customer Success Partner Manager to drive strategic partnerships and ensure seamless customer experience.
Key Responsibilities:
- Partner Liaison: Serve as primary point of contact for partners, providing prompt and professional responses to inquiries.
- Request Coordination: Triage partnership requests to respective units and ensure timely resolutions.
- Proactive Engagement: Engage with partners to understand their needs, address concerns, and identify opportunities for growth.
- Onboarding Support: Guide partners through the onboarding process, ensuring a smooth transition to our platform.
- Cross-Functional Collaboration: Collaborate with IT, Legal, RA, Operations, Risk, and Reconciliation teams to advocate for customers and drive product improvements.
- Product Life Cycle Management: Manage product life cycle and GTM communications, including FAQs.
- Training and Education: Conduct training sessions and create educational materials to empower internal and external customers.
- Customer Interaction Management: Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
Requirements:
- Education: Bachelor's degree in Business Administration, Marketing, or a related field.
- Experience: Proven experience in a customer-facing role, preferably in a SaaS or technology company.
- Communication Skills: Exceptional communication skills, both written and verbal, with a keen ability to empathize and connect with customers.
- Problem-Solving Skills: Strong problem-solving skills and the ability to think creatively to resolve customer complaints.
- Crm Proficiency: Proficiency in CRM software and other relevant tools for managing customer interactions.
- Multitasking: Ability to multitask and prioritize effectively in a fast-paced environment.
Preferred Skills and Qualifications:
- Zendesk Experience: Experience working with Zendesk or similar customer support platforms.
- Agile Methodologies: Familiarity with agile methodologies and project management principles.
- Technology Passion: Passion for technology and a willingness to learn and adapt to new technologies and processes.
- Certification: Certification in customer service or related fields is a plus.
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