Customer Success Lead
3 weeks ago
***THIS IS A W2 POSITION NO C2C***
MUST BE LOCAL TO SOFLO BUT WILL BE WORKING REMOTE
Requirements:
- 3+ years of experience in customer success, guest support
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple accounts and projects simultaneously.
- Proficiency with CRM software (Zendesk, salesforce etc.).
- Understanding of conversational flows and customer support platforms
- Customer-focused mindset with a passion for delivering exceptional service.
Day to Day:
- Customer Retention:
- Review customer data, ensuring a smooth and positive experience.
- Vendor Management:
- Serve as the main point of contact for assigned accounts, providing ongoing support, and addressing customer needs.
- Product Expertise:
- Develop a deep understanding of our products and services to effectively communicate features and benefits to customers.
- Feedback Loop:
- Collect and relay customer feedback to internal teams for continuous improvement of products and services.
- Metrics and Reporting:
- Monitor key performance indicators (KPIs) related to customer success and provide regular reports to management.
- Analyze chatbot metrics and user feedback to identify areas for improvement and enhancements.
Personal Attributes:
- Empathy and a genuine desire to help customers succeed.
- Proactive and self-motivated with a strong sense of ownership.
- Ability to work collaboratively in a team-oriented environment.
- Adaptability and willingness to learn in a fast-paced, dynamic environment.
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