What are the responsibilities and job description for the Customer Success Representative position at WorldLink Medical?
Essential Job Function
- Promote, cross-sell and upsell products and services and /or troubleshoot any issues or needs with customers during every contact point.
- Work with existing members to ensure understanding of each membership's features and assists users in optimizing or upgrading their membership as requested.
- Work with customers? pending orders and newly activated accounts within their initial tenure as a customer to maintain retention and customer satisfaction.
- Educate customers on our services, as well as policies and procedures onboarding their account.
- Assist and respond to customer inquiries via incoming phone calls, website chats, and social.
- Assist customers with issues and questions related to course registration, membership, certification, system access and other general questions.
- Assist members with proper access to features. Helps guide customer journey concerning events upcoming and attended, courses upcoming and completed, tools and resources available, and profile concerns.
- Researching customer issues and providing technical support.
- Monitor adoption rate, retention rate, customer satisfaction scores, churn rates, and other relevant metrics determined by the team to determine success and benchmarks.
- Monitor customer certification process to include acct set up, monitoring completion, putting together and mailing framed certificates.
- Establish and improve customer success policies and procedures
- Identify areas for improving the customer experience and internal processes
- Establish and execute customer training and special projects as required
- Accurately collect and document all required prospecting details into CRM (Salesforce) to ensure a clear understanding of their needs and our ability to meet those needs, as well as provide feedback to better improve the marketing and sales process.
- Assists in coordinating customer success and marketing efforts through project management software (Asana) to ensure all marketing efforts achieve immediate and long terms business goals
- Monitor book inventory and submit weekly orders to be fulfilled
Additional Duties
- Assist with event, education, and marketing functions as needed
- Availability to work occasional weekend events (generally 1 weekend per month)