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Senior Customer Success Manager
2 months ago
We seek to hire someone with a technical and client success background; the technical aspect will be a heavy focus of training regardless of the employee’s background, as the client's platforms are all proprietary.
About the Role
The Success Specialist responsibilities include innovating and expanding the support, experience, and communications process for agents. This includes resolving agent inquiries, recommending solutions, educating on the features and functionalities of the products, and informing agents of benefits available to them of which they may not be aware.
To be successful in this role, you should be an excellent communicator who is self-motivated with a passion for learning and interest in complex problem solving.
Responsibilities
- Act as a voice of the customer (VOC) to deliver impactful feedback to the Product and Development teams.
- Analyze and integrate inbound data files for Ready to Sell (RTS) reports, broker information, newly supported API integrations, and more.
- Collaborate in product development and vision discussions as part of the Product Solutions team to provide meaningful user insights for consideration in creation of the roadmap for multiple Industry-Leading initiatives.
- Respond to support inquiries accurately and efficiently via phone, email or chat.
- Identify user needs and support agent success in their use of the Integrity Suite of Product Solutions.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Implement and manage effective UAT for all processes.
- Maintain internal databases by logging important details and updates.
- Share feature requests and effective workarounds with team members.
- Educate end-users about new features and functionalities of the platforms.
- Identify trends in agent feedback and report these trends to management with supporting analytics.
- Other duties as assigned
Job Type: Full-time
Pay: $20.52 - $30.10 per hour
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Dallas, TX 75202 (Preferred)
Ability to Relocate:
- Dallas, TX 75202: Relocate before starting work (Preferred)
Work Location: In person
