Responsibilities:
- You are responsible for advocating for customer needs, desires, likes, dislikes, and first and foremost – results via our programs to the entire team
- All customers are onboarded in exceptional and speedy manner
- Increasing customer adoption (top priority)
- Use feedback from leadership, teammates, and customers to increase client activation, onboarding, and improve client retention and experience
- Implement regular customer surveys to gather feedback on experience and measure responses to make informed decisions on product updates and changes
- Policies and procedures to optimize customer success are documented, communicated and implemented to ensure a consistent experience for all customers
- Put out timely and effective client communication regarding any updates and changes to any program
- Start a biweekly newsletter to keep clients abreast on updates, new products and upcoming events
- Serve as the first POC for escalation calls and emails, always resolving customer upsets via phone or zoom call
- Ensure that the Strategic Team is informed of customer trends along with suggestions of how to mitigate anything negative
- Implement KPI tracking around: Customer LTV, Customer Health Score, Ascension percentage, First contact resolution rate, Customer churn rate and share weekly with Leadership team
- Recruit, interview, hire, train and manage customer success team (when needed)
Requirements:
- Multiple years of experience working as a CSM or in Customer Experience
- Extremely detail oriented and obsessed about every little step in the customer journey
- Able to self-direct and properly manage one’s time
- Ability to manage other team members
- Ability to maintain the strictest confidentiality both internally and externally
- Experience in building and maintaining strong relationships with customers
- Excellent communication skills, both with clients and cross-departmentally
- Ability to work under high stress and pressing deadlines with an added sense of professionalism
- Able to make autonomous decisions on how to handle customers based on company moral/values and set guidelines
- Able to handle difficult conversations regarding upset customers and de-escalate those situations
- Must be flexible and able to work additional hours/weekends/holidays if the situation warrants it
- Able to multitask efficiently and without issues
- Generally reachable and responsive to Slack during working hours
- Tech savvy and knows how to set up and use all the systems that would be required for the role (such as Sales Force, Hubspot etc.)
Perks:
- $65,000/year salary – flexible
- Fully remote, work from home and from anywhere in the world
- Rapidly growing company with huge potential
- Exciting and impactful role
Location
Fully remote, work from home and from anywhere in the world
Start Date
Ready to Hire
Compensation
$65,000/year salary – flexible
