Customer Success Consultant

2 weeks ago


Islamabad, Islamabad, Pakistan ATSG Full time
About the Role

As a Customer Success Representative at ATSG, you will be responsible for ensuring the success of our high-value customers. This involves providing exceptional customer support and service request management, while also developing and maintaining positive relationships with these accounts.

Key Responsibilities
  • Customer Support: Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
  • Escalation and Issue Resolution: Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
  • Follow-up and Documentation: Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes. Maintain accurate records of all customer interactions and outcomes in CRM/CSM and ticketing systems.
Account Management and Relationship Building

We are looking for someone who can develop and maintain positive relationships with our Select-level customers to foster customer loyalty and retention.

  • Relationship Building: Develop and maintain a positive relationship with Select level customers to foster customer loyalty and retention.
  • Communication: Keep Select-level customers informed on the status of their service requests and provide regular updates on service developments.
  • Cross-Sell and Upsell Opportunities: Identify potential service needs and communication opportunities for additional support or services to relevant account managers or sales representatives.
  • Process Improvement: Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
Documentation and Reporting

You will be responsible for maintaining accurate records of all customer interactions and outcomes, and preparing reports on service request trends and resolution effectiveness.

  • Record Keeping: Maintain accurate records of all customer interactions and outcomes in CRM/CSM and ticketing systems.
  • Reporting: Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
  • Knowledge Sharing: Document common issues and resolution procedures to enhance knowledge-sharing within the team.


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