Senior Customer Success Guide

Senior Customer Success Guide Location: Milford, OH (Onsite) Full-Time Must Have Technical/Functional Skills Certified System Administrator (CSA) ITIL Foundation Certification Customer Success, IT service management, or SaaS related certifications are an advantage Roles & Responsibilities Serve as the first point of contact for customer inquiries across voice, chat, and email channels. Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills. Deliver a professional, empathetic, and consistent experience across all customer interactions. Handle escalated or complex issues calmly, ensuring clear communication and timely resolution. Identify opportunities to improve customer satisfaction, retention, and product usage. Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach. Participate in consultative conversations aligned to customer goals and outcomes. Accurately document all customer interactions and actions in the case management system. Ensure follow ups and case closures are completed within defined service level timelines. Adhere to quality standards, security requirements, and operational processes.