Customer Success Specialist

Keterangan Lengkap Lowongan Kerja Customer Success Specialist di PT. Anugerah Wijaya Raga: Keterangan Lengkap

• Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire learn new technologies
• Well-organized, with a high attention to detail and ability to prioritize
• Proficiency with MS Office

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
• Work with customers to ensure they are leveraging our program effectively and finding value in our services
• Perform initial on-boarding of accounts with customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Become an expert in our program and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Maintain a revenue base by managing account retention and renewal
• Achieve / exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from our program
• Use of patterns to gain insights, provide guidance and increase customer satisfaction
• Serve as the primary interface to manage and resolve any critical situations
• Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
• Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale