The Customer Success Representative resolves client issues, researches problems, and makes recommendations for potential product enhancements or modifications. Maintains and increases sales by cultivating client relationships and meeting their operational needs. Being a Customer Success Representative may assist in the preparation of sales forecasts, quotes or negotiations. Explores various marketing channels to improve sales performance. In addition, Customer Success Representative requires a high school diploma or its equivalent. Typically reports to a manager. Being a Customer Success Representative works on projects/matters of limited complexity in a support role. Work is closely managed. Working as a Customer Success Representative typically requires 0-2 years of related experience.
Customer Success Representative Job Description Template
Our company is looking for a Customer Success Representative to join our team.
Responsibilities:
- Track and publish weekly reports using quantitative results;
- Review and select standard responses for answers or solutions;
- Respond to all client queries on a timely manner;
- Manage data for new and prospective clients in Salesforce.com (CRM);
- Follow communication procedures, guidelines and policies;
- Build sustainable relationships with clients and the BDD;
- Meet personal/team targets and cal -handling quotas;
- Help with any administrative duties that come along with making changes to a company’s page;
- Review or make changes to customer accounts;
- Keep records of customer interactions, process customer accounts and file documents;
- Identify new prospects within current clients;
- Escalate queries or quotes when needed;
- Record details of customer contacts and actions taken;
- Provide accurate, valid and complete information by using the right methods/tools;
- Actively support our global business development team (in Legal) to maintain revenue of $x/year.
Requirements:
- Strong organization and time management skills;
- Adaptable, dependable and responsible;
- Persistent mindset who motivates and encourages companies through on-boarding experience;
- Ability to thrive in a fast-paced, innovative, team-driven, and high energy environment;
- Results oriented with the ability to meet/exceed department metrics/measures;
- Level headed problem solver with a professional service oriented attitude;
- Results-oriented;
- 1-2 years experience in a client-facing or customer support role is a plus;
- SaaS experience is another bonus;
- 2-4 years of sales and/or account management experience;
- Organized;
- Microsoft Office;
- Articulate/ability to interact with clients;
- Task oriented;
- Driven.