Successful Client Advocate
2 weeks ago
We are seeking a Customer Success professional to ensure our clients achieve their desired outcomes while using our services.
Key Responsibilities- New Customer Onboarding:
- Lead the internal team to prepare for client kick-off meetings.
- Review client requirement lists and manage clarification issues.
- Ensure all relevant data is prepared for kick-off.
- Categorize and classify customers.
- Manage set expectations and create work plans with customers.
- Customer Success Management:
- Ensure internal teams are aligned for seamless service delivery.
- Conduct regular customer health checks and follow-ups.
- Facilitate internal team recurring meetings to review client status.
- Identify and manage risks and gaps.
- Track project plan targets and milestones.
- Identify potential customer business growth opportunities.
- Coordinate training for VAs supporting customers.
- Organize customer surveys and health check meetings.
- Handle customer complaints and lead the core team to resolve problems.
- Manage holiday greetings, promotions, and course communications.
- Identify potential future re-opening opportunities.
- Ensure a smooth transition to replacement VAs.
- Manage escalation paths for critical client issues.
- Client Requests & Support:
- Handle new customer requirements or additional support requests.
- Coordinate new service requests.
- Manage requests for upskilling of VAs.
- Coordinate changes in schedule or hours.
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