Digital Customer Success Specialist

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeCustomer Full time $55,000 - $75,000
Job Description

We are seeking a highly skilled and experienced Digital Customer Success Professional to join our team. As a key member of our customer success organization, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities:

  • Customer Engagement: Develop and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded.
  • Process Improvement: Identify opportunities for process improvements and implement changes to enhance customer experience and reduce repetitive tasks.
  • Opportunity Identification: Monitor customer journeys and identify opportunities for growth and improvement.
  • Communication: Own communication in the customer success inbound queue, directing customers to resources and contacts to achieve their goals.
  • Implementation and Adoption: Deploy data-driven automated implementation and adoption activities, tracking customer progress to ensure success.
  • Digital Campaigns: Develop and enable digital campaigns at scale, creating response templates for frequently asked customer questions and communications.
  • Data Integrity: Maintain data integrity standards in Gainsight and Salesforce as it relates to customer engagement tracking and product utilization.
  • Webinar Coordination: Assist in coordinating customer success led webinars & campaigns.
  • Stakeholder Collaboration: Collaborate with Customer Service Manager and Product Marketing stakeholders on webinar content.
  • Opportunity Generation: Own inbound opportunity generation and qualification through mail campaigns, webinars, and other means.
  • Customer Base Analysis: Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive.
  • Action Planning: Develop and execute action plans from feedback and survey data.
Requirements

To be successful in this role, you will need:

  • College Degree: A college degree (Bachelor or equivalent) is required.
  • Communication Skills: Exceptional English communication skills, both written and verbal, are essential.
  • Digital Campaign Experience: Experience building one:many digital campaigns with efficient processes is necessary.
  • Problem-Solving Ability: Demonstrated ability to solve problems and seek solutions is crucial.
  • Team Mentality: A strong team mentality, utilising internal and external resources strategically and tactically, is required.
  • Multitasking: Capacity to set correct expectations and manage issues to completion, multitask, and prioritise tasks in a changing environment is essential.
Why Us?

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. We are an equal opportunity employer and comply with applicable employment and anti-discrimination laws in every country where we operate.

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