Customer Success Representative

1 week ago

Islamabad, Islamabad, Pakistan ATSG Full time

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.
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