استخدام Junior Customer Success Specialist

شرح موقعیت شغلی

• Customer Onboarding & Training:
  Assist new customers with the onboarding process, guiding them through the setup and integration of the marketing automation platform. Provide initial training and help customers become familiar with the platform’s features and tools.
• Customer Support:
  Address customer inquiries, issues, or requests through various channels (email, chat, calls) in a timely and professional manner. Escalate complex technical issues to the appropriate teams when needed.
• Product Adoption & Engagement:
  Help customers utilize the marketing automation platform to its full potential by explaining key features, sharing best practices, and offering personalized recommendations based on the customer’s goals and use cases.
• Monitor Customer Health:
  Track key customer success metrics (e.g., usage frequency, engagement, success with campaigns) to identify potential churn risks. Collaborate with senior team members to implement retention strategies for customers showing signs of dissatisfaction.
• Feedback Collection:
  Gather customer feedback regarding the product and their overall experience. Communicate insights to the product and development teams for potential improvements or feature requests.
• Customer Communication:
  Maintain regular communication with customers to ensure satisfaction and foster long-term relationships. This may involve participating in periodic business reviews, sharing relevant product updates, and following up on ongoing projects.
• Documentation & Knowledge Base Management:
  Create and maintain clear documentation, FAQs, and customer success materials to help customers solve common problems and improve their experience with the platform.
• Collaboration with Sales & Marketing:
  Work closely with sales and marketing teams to ensure a smooth handoff from prospect to customer. Collaborate on marketing initiatives, such as customer case studies and success stories.

• Education:
  Bachelor’s degree in Business, Marketing, Communication, or a related field.
• Experience:
  0-2 years of experience in customer success, support, account management, or a similar role, ideally in SaaS or marketing automation companies.
• Technical Skills:
  Familiarity with CRM tools, marketing automation platforms, or SaaS software. Basic understanding of marketing concepts such as email campaigns, lead nurturing, and segmentation.
• Communication Skills:
  Excellent written and verbal communication skills. Ability to explain complex concepts in a simple, customer-friendly manner.
• Problem-Solving:
  Strong analytical and troubleshooting skills. Ability to handle customer concerns with empathy and efficiency.
• Organizational Skills:
  Highly organized and detail-oriented with the ability to manage multiple tasks and projects simultaneously.
• Team Collaboration:
  Ability to work effectively with cross-functional teams, including sales, product, and development teams.
• Customer-Centric Mindset:
  Passionate about helping customers succeed and providing excellent service.

مهارت‌های مورد نیاز

• ارتباط با مشتریان و پشتیبانی
• پشتیبانی
• CRM

حداقل سابقه کار

• سه تا شش سال

جنسیت

• مهم نیست

وضعیت نظام وظیفه

• مهم‌ نیست

ارسال رزومه