Customer Success Specialist III
2 semanas atrás
About PartnerHero
We're a global company that connects talented people with innovative businesses. Our mission is to provide strategic expertise, technology, and talented teams to help companies build, transform, and scale their operations.
We're recognized as a Most Loved Workplace, and we believe that culture drives business success. We encourage our associates to bring their whole selves to work and support each other to do their best work.
The Role
We're looking for a Customer Success Specialist III to join our team. As a key member of our client success team, you'll be responsible for owning and communicating proactively with a designated book of B2B clients to ensure all their needs are understood and addressed.
You'll schedule regular account reviews and sync with designated B2B clients through video conferences or phone calls. You'll provide strategic support to assigned B2B clients to drive retention by ensuring optimal account setup. You'll identify and mitigate any risks of churn, collaborate with internal departments to ensure customer requests are fulfilled, and resolve complaints.
You'll act as the client's representative to ensure their demands are met with a focus on improving customer experience. You'll collect and analyze data concerning consumer behavior to understand changing needs, respond to account owner inquiries, and provide accurate, satisfactory answers.
You'll follow policies, procedures, and escalation workflows to ensure an effortless experience. You'll attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support. You'll document and report client feedback and insights to improve the partner's product and customer experience.
What We Expect From You
We're looking for someone with B2B account management experience, preferably with the ability to achieve and maintain required key performance indicators. You'll need to be passionate about SaaS product support and account management, with a strong understanding of service level expectations without compromising the customer experience.
You'll need to be a confident and collaborative communicator with contact center, telephony support, or account management experience. You'll need to be able to maintain composure and focus under pressure, with excellent multi-tasking and time management skills. You'll need to be able to demonstrate flexibility, agility, and compromise for newly launched products and teams.
Requirements
2+ years of experience working in a contact center, account management, or telecommunications environment. Experience supporting SaaS products, particularly those involving fintech or B2B services. Previous work experience at a startup or new business venture. Proven ability to demonstrate flexibility, agility, and compromise for newly launched products.
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