Job Description - CSS
Experience Required: 3 - 5yrs
Shift Time: 6pm to 3AM
Objectives of this Role
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
To better customer adoption by meeting up upsell/cross sell targets
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed
Daily and Monthly Responsibilities
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
Collaborate, problem solve, and/or strategize upcoming client meetings with team members
Prepare necessary documentation or visuals for client to demonstrate performance of campaigns
Work with the sales and marketing team to drill customer references and develop case studies, testimonials and other required marketing materials
Required Skills and Qualifications
3-5 years of experience in communications, marketing, sales, account management, or customer success
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred Qualifications
Bachelor’s degree
Knowledge of Zoho will be a plus point