Customer Success Lead

3 weeks ago


Miami, United States Insight Global Full time

***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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