Radius is seeking a Customer Success Specialist. Must have experience with either IT or Datacentre sector.
The Customer Success Exec is responsible for providing general administrative support to the Customer Success Team, to help manage customer accounts, address enquiries, and ensure a seamless service delivery.
This role is required to deputise for Customer Success Managers when required, participating in customer service reviews and providing a level of competence on the services outlined in customer service reports. The role requires taking ownership of any improvements that arise from either within the organisation relating to service failings or client complaints/ improvements, and co-ordinating with other teams to source resolutions.
Specific duties include but are not limited to the following job functions.
• Manage a small portfolio of small customer accounts, primarily, but not in the finance vertical
• Provide cover for Customer Success Managers on key accounts during absence
• Collate operational data and produce monthly customer service reports
• Provide exceptional administrative support to the Customer Success Team
• Maintain accurate records of customer interactions
• Respond to customer inquiries promptly and professionally by phone, email or other communications channels
• Regularly audits work being done and customer service being provided to ensure all standards are met and that remedial work is completed effectively, correctly, and thoroughly
• Co-ordinate with various departments to resolve client issues quickly and professionally
• Participate in team meetings to and contribute ideas to improve overall customer satisfaction
• Monitors customer issues and client complaints to define patterns and work to lessen those recurring issues
• Attend customer and industry focused networking events both on-site and off-site
• Participate in, and positively contribute to, internal projects which require Customer Success Team input, as required