Summary
The Senior Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.
Description
- Manage high volume of customer contacts and communications through phone and email each day
- Use contact search and productivity tools to verify contact information is accurate
- Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
- Develop a level of product knowledge to speak intelligently to customers and address specific objections
- Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
- Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
- Work with teams and management to promote a positive customer experience
