Customer Success Representative

  • ServiceSource
  • Nashville, TN, USA
  • Sep 19, 2019
Full time Business Development

Job Description

Role Description:

The Customer Success Associate will be an active part of a team, working to cultivate and build strong customer relationships over the customer lifecycle with a defined set of accounts, while ensuring customer satisfaction and engagement. This role will coordinate with Team Members to conduct customer health checks, initiate steps to remediate customer concerns, and capture customer information, or “Voice of the Customer” via qualitative and quantitative methods (surveys, phone calls, email.)   This individual will be responsible for articulating the value of products or services and acting as an advocate to build long-term relationships with the customer. 

 

Responsibilities:

With a focus on our SMB and volume segments, conduct regular health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment. 

Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage

Capture customers' product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement, “Voice of the Customer.”

Ensure high level of professionalism during all interactions with customers and prospects via phone and email

Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met

Effectively assess client needs and requirements and deduce from clients all facts to adequately recommend satisfactory product solutions

Develop an effective level of product knowledge and able to overcome specific objections

Collaborate with cross functional teams to drive a superior customer experience

Maintain the CRM to ensure all relevant data is captured in a timely manner

 

General Qualifications:

Excellent phone presence and experience of high volume calling

Consistent track record of success with a passion for exceptional customer service

College degree preferred

Knowledge in the use of Microsoft suite of products such as Excel, Outlook, PowerPoint and Word

Aptitude to learn new technology is required

Experience with Salesforce or similar CRM (Preferred)

 

Competencies:

Strong communication skills with the ability to manage and build customer relationships

Ability to collaborate with cross-cultural versatility and a Team Player

Willingness to learn and optimize new technology and data

Adaptable and works well under pressure

Problem solving skills with ability to articulate the value and business process to a customer

Detail Oriented

Effectively adapt and embrace change and work with team members of various levels and build cross-functional relationships

Strong organizational and time management skills

Great customer service skills and ability to develop customer relationships

Ability to manage multiple priorities effectively

Competitive and goal oriented

 

Successful behaviors include:

Demonstrate a positive attitude

Emotional Intelligence

Service mindset

Collaboration

Diversity

Persistent and resilient

Confident

Organized

Highly engaging and approachable

Works successfully as part of a team and as an individual

Committed to diverse workforce and inclusivity