Customer Success Specialist

2 weeks ago

Alpharetta, United States Sevaa Group Full time
Company Overview

Founded in 2001, Sevaa Group stands as a premier provider of managed hosting solutions alongside web and application development services.

Position Overview

As a Customer Success Specialist, you will take charge of the entire customer journey for your designated accounts. This includes implementing Success Programs, driving revenue growth, overseeing the onboarding process, providing client training, and reducing churn rates.

Key Responsibilities
  • Account Management

    Serve as the main point of contact for your accounts, ensuring prompt responses to inquiries within one business hour while effectively managing customer expectations.

    Maintain regular communication with each account, keeping an updated Account Map to understand the roles of each contact.

    Gain insights into the revenue structure of your accounts and lead Executive Business Reviews.

    Manage the contract renewal process and identify revenue opportunities, collaborating with the Sales team on proposals.

    Focus on sustaining business growth and profitability by maximizing value and minimizing churn.

    Document all client communications in the CRM and keep account records current across CRM, Project Management, and Billing systems.

    Maintain both quantitative and qualitative health scores and prepare weekly reports summarizing account activities.

    Analyze customer data to enhance the overall customer experience.

  • Project Management

    Ensure the project management system reflects the current status of ongoing projects and tasks through effective ticket creation, scheduling, and follow-up.

    Prepare and maintain timelines for all active projects, scheduling client communications including project kickoffs and regular updates.

    Verify that all scoped items and quality assurance tasks are completed prior to client handoff and track any out-of-scope tasks.

    Ensure projects are delivered on time and within budget, conducting daily time reconciliations for all assigned accounts.

  • Customer Support

    Provide first-line support for your accounts, addressing common inquiries before escalating issues to other teams.

    Set and manage customer expectations throughout the ticket and project lifecycle.

    Create written and video documentation to serve as helpful resources for clients and deliver training sessions as part of troubleshooting efforts.

    Conduct quality assurance for monthly CMS updates.

  • Team Collaboration

    Participate in daily stand-up reports and contribute to the Success Team Sync.

    Develop and maintain playbooks to streamline processes.

Qualifications
  • Exceptional written and verbal communication skills with strong interpersonal abilities.
  • Highly organized, detail-oriented, and capable of multitasking.
  • Self-motivated with a growth mindset and a proven history of self-improvement.
  • Familiarity with Content Management Systems such as WordPress or Drupal.
  • Proficient in performing analysis using Google Sheets.
  • Experience with analytics platforms like Google Data Studio.
  • Understanding of customer success methodologies.
Additional Information

Benefits of Joining Sevaa Group:

  • Life insurance and disability coverage
  • Health Savings Account
  • Modern laptop and equipment
  • Company outings and happy hours

Sevaa Group is an equal opportunity employer and values diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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