Responsibilities
Manage assigned accounts, especially in North AmericaOnboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimize this process over timeDeliver exceptional customer service as the first point of contact for all customer queriesRespond to all queries in line with company KPIsElevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and trainingAnalyze user engagement metrics to identify gapsProvide solutions to drive adoption for clients and test new techniquesDrive greater client engagement on the most relevant features/functionality for their specific business needsManage upgrade/upsell conversations with clientsAnalyze and report on customer feedback throughout their lifecycleDocument all communication with users accurately and in a timely manner in the CRMManage escalations as appropriate with the internal teamMonitor and report on the health status of all assigned accountsAssist with educational webinar series for end-usersCollaborate with relevant departments to create workflows, develop knowledge bases, both internal and externalSuggest improvements to the current processes to optimize them
Required Skills
Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracyBachelor's degree or equivalentStrong project management and organizational skillsHigh level self-motivation and enthusiasmExperience analyzing data and trends to identify growth opportunitiesStrong technical aptitudeProficiency in TEAMS and MS OfficeHubSpot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quicklyBasic proficiency with Microsoft ExcelFamiliarity with web-based platforms and toolsExperience working both autonomously and in a team environmentAbility to build authentic business relationships and resolve conflicts if they ariseFlexibility and commitment to achieve successful outcomes
SALARY RANGE: Depending on the Number of Experience in Customer Service