Customer Success Representative

Job Description

This is a remote position.

SUMMARY

The Customer Success Representative (CSR) provides responsive, high-quality support for Select-level customers. This role serves as the primary point of contact for customer service escalation requests and account inquiries, working to resolve issues efficiently and ensure customer satisfaction. The CSR role is integral to maintaining positive relationships with Select-level accounts by promptly addressing their needs, escalating issues when necessary, and upholding service level agreements (SLAs) to enhance the customer experience. As a reactive account management team member, the CSR collaborates closely with technical support teams and company stakeholders to deliver a seamless and responsive client experience.

JOB RESPONSIBILITIES

• Customer Support and Service Request Management
• Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
• Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
• Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.
• Account Management and Relationship Building
• Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
• Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
• Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.
• Account Management and Relationship Building
• Develop and maintain a positive relationship with Select level customers to foster customer loyalty and retention.
• Keep Select-level customers informed on the status of their service requests and provide regular updates on service developments.
• Identify potential service needs and communicate opportunities for additional support or services to relevant account managers or sales representatives.
• Work with the account management team to complete any potential cross-sell or upsell opportunities, collaborate with renewals specialists to assist with any client renewals
• Documentation and Reporting
• Maintain accurate records of all customer interactions and outcomes in CRM / CSM and ticketing systems.
• Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
• Document common issues and resolution procedures to enhance knowledge-sharing within the team.
• Service Quality and Compliance
• Participate in ongoing training and development to stay up-to-date with industry best practices and company services.

QUALIFICATIONS

JOB REQUIREMENTS