Job Description
Responsibilities
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Strategic Planning and Proactive Support
- Identify distressed customers and develop plans to address their issues as quickly as possible.
- Identify high-profile and at-risk customers and develop proactive engagement strategies to prevent issues before they escalate.
- Collaborate with Sales, Product and Customer Support teams to align on customer strategy and communication.
- Help to foster a customer-centric culture within the business.
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Customer Relationship Management
- Serve as the primary point of contact for high-profile or distressed customers.
- Build and maintain strong, long-lasting customer relationships through active engagement and regular communication.
- Understand customer needs, business objectives, and pain points to provide appropriate solutions.
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Issue Resolution and Escalation
- Lead the resolution of complex customer issues by coordinating cross-functional teams including Product, Support, Engineering, Project Management, and 3rd party fieldwork suppliers.
- Develop and implement action plans to address and resolve customer concerns promptly and effectively.
- Escalate critical issues internally and externally to ensure they are addressed at the appropriate level of urgency.
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Customer Advocacy
- Act as the voice of the customer within the organization, advocating for their needs and ensuring their concerns are addressed.
- Collect and analyze customer feedback to identify recurring issues and areas for improvement in products and services.
- Work closely with product management and development teams to influence product roadmaps and enhancements based on customer feedback.
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Customer Journey Management
- Guide customers through the resolution process, ensuring they understand each step and feel supported throughout their journey.
- Develop and execute customer recovery strategies to restore trust and satisfaction after negative experiences.
- Monitor the customer’s journey post-resolution to ensure sustained satisfaction and prevent future issues.
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Reporting and Metrics
- Track and report on key customer success metrics, including connection success rates, OTS, product return rates, customer satisfaction, progress with desployment/resolution plans.
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Continuous Improvement
- Participate in regular reviews of processes, tools, and resources used for customer support and resolution.
- Suggest and implement improvements to enhance customer experience and streamline resolution processes.
- Stay informed about industry trends and best practices in customer success to ensure the organization remains competitive and responsive to customer needs.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by law.
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