Job Description
The Customer Success Specialist (CSS) is responsible for developing best-in-class relationships with new customers and existing customers. The CSS effectively transitions new customers through their system startup / implementation phase to account management and relationship building with clients. The CSS proactively engages customers to ensure a seamless adoption of the Pereless Talent Platform and mitigate any issues arising from implementation and daily usage with top notch professionalism. The CSS needs to work with internal development to ensure awesome customer experience. The CSS reports to the Sr. Management Engagement.
- Ensures that business is conducted with integrity and professionalism at all times that align with Pereless' top-notch customer services core value and mottos.
- Develops as a trusted advisor to new customers through the development of exceptional relationships building with new or existing internal stakeholders within a customer base
- Schedules training sessions to new customers or new users to ensure the effective implementation of Pereless products.
- Follows and Enhance current processes and procedures to ensure consistency with up most professionalism.
- Monitors new client progress through the adoption, engagement and drip campaign
- Proactively engages with new clients/users to determine ongoing satisfaction.
- Serves as a primary point of escalation for issues identified by the customers or through system implementation.
- Tracks technical escalation issues to development and support team to ensure timely, accurate and positive resolutions.
- Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through the CRM tools.
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