Customer Success Specialist Job at the People Practice

The People Practice - Our client is recruiting to fill the position below:

Job Position: Customer Success Specialist
Job Location: Lagos
Employment Type: Full-time

Responsibilities

Ticket Management and Issue Resolution:

• Attend to tickets raised by customers promptly, ensuring timely response and resolution of inquiries, concerns, and technical issues.
• Serve as the first point of contact for clients, addressing first-level issues and providing troubleshooting assistance to resolve issues efficiently.
• Communicate with clients to gather necessary information and troubleshoot technical issues effectively, ensuring minimal disruption to their workflow.
• Document all client interactions, issues, and resolutions accurately in the CRM system to maintain a comprehensive record of customer communications and history.

Escalation Management:

• Identify and escalate second-level issues or complex technical problems to the appropriate internal teams, such as product development or technical support, for further investigation and resolution.
• Liaise with internal teams to ensure timely escalation and resolution of customer issues, serving as an advocate for the customer and ensuring their concerns are addressed promptly.
• Keep clients informed of the status of their escalated issues, providing regular updates and ensuring transparency throughout the resolution process.
• Monitor escalated issues to ensure they are resolved satisfactorily and follow up with clients to confirm resolution and gather feedback on their experience.

Client Onboarding and Training:

• Guide new clients through the onboarding process, ensuring a smooth transition onto the company's platform.
• Provide comprehensive training sessions to educate clients on platform features, functionalities, and best practices.
• Tailor training sessions to meet the specific needs and objectives of each client, promoting adoption and engagement.

Proactive Account Management:

• Serve as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and challenges.
• Conduct regular check-ins with clients to assess satisfaction levels, address any concerns, and identify opportunities for additional value-add services.
• Collaborate with internal teams to resolve client issues promptly and ensure timely delivery of solutions.

Customer Advocacy and Retention:

• Act as a client advocate within the organization, representing the voice of the customer and championing their needs and priorities.
• Identify opportunities to upsell or cross-sell additional products or services that align with clients' goals and objectives.
• Develop and execute strategies to promote customer loyalty and drive long-term retention.

Product Feedback and Improvement:

• Gather client feedback on platform usability, features, and functionality, and communicate insights to the product development team.
• Advocate for client-driven product enhancements and improvements, ensuring that the platform continues to meet the evolving needs of our clients.

Customer Success Metrics Tracking:

• Monitor key performance metrics, such as client satisfaction scores, usage patterns, and retention rates, to track the success of client engagements.
• Utilize data-driven insights to identify areas for improvement and implement strategies to enhance customer success outcomes.

Qualifications

• Proven experience in customer success, account management, or client services, preferably with a tech product.
• Proficiency in CRM software and customer success tools.
• Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.

Required Skills:

• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving abilities and a proactive approach to addressing client needs and concerns.
• Ability to manage multiple client accounts simultaneously and prioritize tasks effectively.