What are the responsibilities and job description for the Customer Success Specialist (Remote) position at Authority Brands?
Homewatch Caregivers an affiliate of Authority Brands Inc. is seeking a
As a Customer Success Specialist, you will play a crucial role in ensuring the satisfaction and retention of our customers. Your primary responsibility will be to build and maintain strong relationships with our franchise owners, ensuring they derive maximum value from our products or services. You will act as a liaison between the franchise owners and internal teams, advocating for the network’s needs and providing support to enhance their overall experience utilizing Care . Additionally, you will leverage data analysis to monitor business health, track key metrics, and derive insights to improve satisfaction and outcomes.
Key Responsibilities
As a Customer Success Specialist, you will play a crucial role in ensuring the satisfaction and retention of our customers. Your primary responsibility will be to build and maintain strong relationships with our franchise owners, ensuring they derive maximum value from our products or services. You will act as a liaison between the franchise owners and internal teams, advocating for the network’s needs and providing support to enhance their overall experience utilizing Care . Additionally, you will leverage data analysis to monitor business health, track key metrics, and derive insights to improve satisfaction and outcomes.
Key Responsibilities
- Customer Onboarding: Guide new franchise owners through the onboarding process, ensuring a smooth and positive experience and educate Franchise owners on product features and functionalities.
- Relationship Building: Develop and maintain strong, long-lasting relationships with Homewatch CareGivers network.Regularly check in with Franchise owners and their teams to assess satisfaction and identify areas for improvement. Use data insights to tailor communication and strengthen franchise owners’ engagement.
- Product Knowledge: Stay informed about product updates and changes to effectively communicate these to HWCG network. Provide training and resources to help HWCG network make the most of the products or service.
- Issue Resolution: Act as the first point of contact for Care inquiries and issues. Work closely with internal teams to address and resolve concerns promptly.
- Franchise Owner Advocacy: Advocate for the franchise owners representing their needs and feedback. Gather and communicate the feedback to inform product development and improvement. Analyze network data to identify trends and proactively address potential issues.
- Communication: Provide regular updates to HWCG network on relevant information, such as new features, updates, and best practices. Communicate effectively with both technical and non-technical stakeholders.
- Documentation: Maintain accurate records of franchise owners’ interactions and issues. Document best practices and create resources for Fos and internal teams.
- Data Analysis and Reporting: Analyze data, usage patterns, and satisfaction metrics to assess operation health and potential risks. Prepare and present reports on key performance indicators (KPIs) such as retention rates, churn, and product usage. Use data insights to recommend actionable improvements in customer experience and satisfaction.
- Bachelor’s degree in a relevant field.
- Proven experience in customer success, account management, or a related role.
- Strong analytical skills with the ability to interpret data and generate insights.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Familiarity with CRM software and other customer success tools.
- Ability to work collaboratively with cross-functional teams
