Customer Success Representative

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Responsibilities

  • Address, document and solve incidents and administrative requeriments in a timely matter.

  • Receive and manage escalations, via email, phone or chat.
  • Manage the execution of actions to cover and exceed the customer needs detected.
  • Periodic review meeting of the comprehensive service levels.
  • Generate and deliver score card.
  • Provide high standard contract summaries and account reconciliations for Bronze Segment.
  • Work on Retention and process Partial and Full Churn as needed.
  • Promote growth for Bronze Accounts assigned by engaging with the customer and understanding the company’s needs to accomplish Upgrade, Add-On and Renewal opportunities, or re-directing Upsell opportunities.
  • Address inquiries generated from Bronze Accounts assigned related to contracts, finance and drive account reconciliations as needed.
  • Deeply investigate issues and re-direct situatitons to appropriate departments when needed.

Qualifications

  • +1 year experience in administrator role.
  • Strong written and verbal communication skills with teh ability to communicate effectively at all levels.
  • Prior experience using Sales Force (or similar CRM) and SAP.
  • Intermediate level Excel skills.
  • Ability to work autonomously and display a high level of self-motivation, willingness to take ownership & be held accountable.
  • Positive and enthusiastic approach and attitude, with Strong organizational and interpersonal skills.
  • Customer relationship and conflict management skills.
  • Methodical and disciplined approach to problem solving
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