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English - Customer Success Specialist
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- 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
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