Description
Seeking a full-time Customer Success Representative (CSR) to support customers in successfully implementing and using CustomerHub in order to achieve their buying objectives.
Success metrics
In order to be successful in this role, the CSR will focus on and improve the following key business metrics:
- Customer Satisfaction - customer satisfaction rating for all support channels
- Average Response Time - average response time for all inbound inquiries
- Free Trial Conversion Rate - % of free trial users that convert into paying customers
- Renewal Rate - % of paying customers that renew on a monthly basis
Responsibilities
A day in the life of the CSR includes but is not limited to the following:
- Respond to customer and prospect inquiries via chat, email, online forums, etc
- Document customer feedback including reported issues, requested features, and more
- Work collaboratively with customers and the internal team to resolve reported issues
- Maintain and update help documentation including help articles, training videos, and more
- Conduct individual and group training sessions, product demonstrations, and other consultations
- Participate in the product development process as an advocate for customers
- Proactively communicate with customers regarding known issues and product updates
Qualifications
In order to be successful in this role, the CSR should embody the following characteristics:
- A leader; high integrity
- Detail-oriented
- Organized
- An excellent troubleshooter and problem solver
- Strong written & verbal communication skills
- Patient and empathetic
- Adaptable and comfortable in a fast-paced environment
- A quick learner
- Previous customers support or SaaS experience a bonus
