As a Customer Success Representative, you will be responsible for ensuring the seamless delivery of projects, maintaining a high level of customer satisfaction, and driving end-to-end customer experience. You will oversee project timelines, collaborate with various teams, and address customer issues promptly. Additionally, you will play a crucial role in reducing social media escalations and facilitating transparent communication between teams.
- Manage overall project timelines to deliver exceptional customer experience.
- Act as the voice of the customer throughout their journey, ensuring their needs are met.
- Resolve customer issues and escalations promptly within SLA guardrails.
- Proactive control and reduction of social media escalations
- Facilitate transparent communication between internal teams to ensure the right actions are taken from the customer's perspective.
- Follow up with customers to clarify payment queries and ensure timely collections.
Skills Required:
- Collaboration: Ability to work effectively with cross-functional teams to ensure project success.
- Ownership: Taking responsibility for ensuring customer satisfaction and project delivery.
- Problem Solving: Proactive approach to identifying and resolving roadblocks that may affect project timelines.
- Project Management: Skills to manage project timelines and milestones efficiently.
- Risk Management: Ability to identify potential risks to project delivery and escalate as necessary.
- Clear Communication Skills: Excellent verbal and written communication skills to interact with customers and internal teams effectively.
- Attentiveness: Being attentive to customer needs and concerns to provide appropriate support.
- Empathy: Ability to understand and empathize with customers situations and concerns.
- Collection: Experience in following up with customers regarding payment queries and ensuring timely collections.
- Prior experience in relation ship management roles is preferred
