• Customer Relationship Management: Develop and maintain strong relationships with customers, acting as the main point of contact and building trust through consistent and reliable communication
• Onboarding and Training: Facilitate the onboarding process for new customers, providing training and resources to ensure they understand and can effectively utilise the service
• Feedback and Improvement: Actively solicit, analyse, and respond to customer feedback. Collaborate with the product development team to implement improvements based on customer insights
• Retention and Growth: Monitor customer health metrics, identify risk of churn, and implement strategies for customer retention. Identify upsell and cross-sell opportunities to enhance customer growth
• Reporting and Analysis: Regularly track and report on customer engagement, satisfaction, and overall experience. Use data to make informed decisions and improve customer success strategies
• Cross-Functional Collaboration: Work closely with sales, marketing, support, and product teams to ensure a cohesive customer experience and address any issues that arise in a timely manner
• Issue Resolution and Advocacy: Act as a customer advocate within the company, ensuring that customer issues are resolved quickly and effectively. Escalate critical issues to the Head of Customer Success as well as appropriate teams when necessary
• Documentation Management: Oversee and manage the customer contracts, while minimising revenue loss
• Educational Content Development: Create and update educational materials, including tutorials, FAQs, and webinars, to assist customers in understanding and getting the most out of the product or service
• Customer Success Strategy: Contribute to the development and refinement of the overall customer success strategy, ensuring alignment with company goals and customer needs
• Community Engagement: Foster a community among customers through forums, user groups, or events, encouraging networking, feedback, and shared learning
• Performance Metrics Monitoring: Continuously monitor and strive to improve key performance indicators related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer retention rates
• Market and Competitor Awareness: Stay informed about market trends and competitor strategies to anticipate customer needs and preferences, ensuring the company’s offerings remain competitive
• Personalised Customer Experience: Customise the customer experience based on individual customer profiles, preferences, and usage patterns, enhancing customer satisfaction and loyalty