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Customer Success Representative
4 weeks ago
About the job Customer Success Representative
Essential Job Functions:
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
- 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 communication 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.
- Participate in ongoing training and development to stay up to date with industry best practices and company services.
Service Quality and Compliance
Objectives and Key Performance Indicators (KPIs)
- Maintain an NPS of 50 or above for Select-level accounts.
- Ensure high customer satisfaction (CSAT) by providing prompt attention to issues and effective follow-up with clients.
- Complete Strategic Business Reviews with identified clients within a defined cadence to ensure service adoption and utilization.
Service Efficiency and Responsiveness
- Deliver timely responses and resolutions for Select-level customer requests.
- Ensure all accounts are proactively contacted within defined cadence objectives as stated by management.
Retention and Relationship Building
- Contribute to the retention and growth of the Select-level customer base by proactively managing service expectations and relationships.
- Help achieve an annual Select-level customer retention rate of 95% or higher.
- Achieve quarterly Net Revenue Retention of 101% or higher.
What qualities you have
- 5 + years of related experience in IT and IT technical staff management.
- Proven track record in Senior Service Delivery management with a focus on superior client satisfaction.
- Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
- Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
- Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
- Exceptional team player with outstanding interpersonal and communication skills (written and oral).
- ITIL Foundation Certifications are highly desired or equivalent to ITIL experience.
- Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
- In-depth understanding of desktop, server, application, and network environments.
- Minimum of a bachelor's degree from a four-year college or university or equivalent experience.
- Have strong communication skills (written, verbal, presentation).
- Ability to follow and document standard processes and procedures.
- Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies.
- Ability to work assigned shift and on-call rotation.
