CS - Customer Success

Role Overview

• Client Relationship Management: Build and maintain strong, positive relationships with clients to ensure their satisfaction and retention.
• Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth and efficient transition to our services.
• Briefing Management: Coordinate and streamline project briefings to ensure client needs are understood and met by our team.
• NPS Research: Conduct Net Promoter Score (NPS) surveys to assess and continuously improve customer satisfaction.
• Continuous Improvement: Identify opportunities to improve processes and the customer experience, implementing proactive improvement strategies.
• CRM Monitoring: Oversee and optimize CRM usage both internally and with clients’ sales teams.
• CRM Implementation: Assist clients’ sales teams with effective implementation and use of CRM tools.
• Vision ADS Methodology: Monitor the development and application of our methodology, ensuring it is implemented and followed effectively.
• Demand Management: Support the organization and management of requests from micro clients, ensuring their needs are addressed efficiently and effectively.
• Communication with Support Teams: Coordinate and follow up with support teams to ensure projects progress as planned and report status updates to leadership.
• Documentation: Manage the submission of documents and spreadsheets, ensuring all relevant information is accessible and organized.

Requirements

• Previous experience in customer success or project management roles.
• Strong communication and interpersonal skills.
• Ability to manage multiple accounts and projects simultaneously.
• Ability to work proactively and autonomously.
• Familiarity with CRM tools and project management practices.
• Experience in digital marketing is a strong plus.