Customer Success

Role Overview

• Client relationship management: Develop 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 optimize project briefings, ensuring client needs are understood and met by our team.
• NPS surveys: Conduct Net Promoter Score (NPS) surveys to assess and continuously improve customer satisfaction.
• Continuous improvement: Identify opportunities to enhance 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: Assist in organizing and managing requests from micro clients, ensuring their needs are met efficiently and effectively.
• Communication with support teams: Coordinate and follow up with support teams, ensuring projects progress as planned and communicating status to leadership.
• Documentation: Manage 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.
• Proactive and autonomous work style.
• Familiarity with CRM tools and project management practices.
• Experience in digital marketing is a strong plus.