What are the responsibilities and job description for the Customer success specialist - Remote position at Ovextech?
fastgrowing media startup searching for flexible gogetters who welcome the challenges of a growing business. Were specifically looking for a customer success specialist who will roll up their sleeves and lead from the trenches. As a key member of the leadership team the specialist will help craft our customersuccess strategies building strong relationships with customers and collaborating with crossfunctional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems find solutions and improve relationships. To succeed in this role the candidate should have relevant digital or advertising experience and a track record of analyzing and optimizing campaigns.
Objectives of this role
Own the entire relationship with assigned clients including onboarding implementation training adoption retention and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customersuccess strategies and best practices as well as customersupport content with help from the creative team
Communicate effectively with both internal and external senior managers to better understand customer needs maximize retention and growth and share learnings
Maintain existing customersuccess metrics and data as directed
Responsibilities
Serve as daytoday contact for assigned accounts building trust and rapport while identifying areas of opportunity highlighting best practices and documenting both
Review the customer journey determine how its supported and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among project team members including thirdparty service providers to ensure timely deliverables
Collaborate problemsolve and / or strategize with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
Work with sales and marketing teams to boost customer referrals and develop case studies
Required skills and qualifications
Three to five years of experience in communications marketing sales account management or customer success
Strong skills in verbal and written communications strategic planning and project management
Analytical and processoriented mindset
Ability to work effectively across multiple departments in a deadlinedriven environment
Active team player selfstarter and multitasker who can quickly adjust priorities
Preferred skills and qualifications
Bachelors degree or equivalent
Knowledge of Salesforce and project management tools
Experience in event planning
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