What are the responsibilities and job description for the Customer specialist position at The Davis Companies?
Our client is a leading IT Consulting and Services company dedicated to delivering innovative solutions that empower our clients to achieve their business objectives.
They pride themselves on fostering strong, long-term relationships with their clients and helping them maximize the value of their technology investments.
We are seeking a dynamic and personable Customer Success Associate to join their team. This role is essential in ensuring their clients successfully adopt and leverage our IT products and services.
You will be the primary point of contact for customers, guiding them through the onboarding process, providing training, and offering ongoing support to ensure they achieve their desired outcomes.
While upselling is a component of this role, it is not a primary focus; instead, the emphasis is on building relationships and coaching customers to success.
Key Responsibilities :
Customer Onboarding and Training : Conduct comprehensive onboarding sessions for new clients, ensuring a smooth transition and understanding of our products and services.
Provide hands-on training to users to maximize their proficiency and satisfaction.
- Product Coaching : Offer expert guidance and coaching on product usage, helping clients to leverage features and functionalities effectively to meet their business needs.
- Ongoing Support : Serve as the main point of contact for customer inquiries and issues, providing timely and effective resolutions.
Escalate complex problems to the appropriate teams when necessary.
Customer Feedback : Gather and analyze customer feedback to drive continuous improvement in our products and services.
Advocate for customer needs and work closely with internal teams to implement enhancements.
Upselling : Identify opportunities for customers to benefit from additional products or services that align with their needs.
Propose these solutions in a consultative manner, focusing on adding value rather than making a sale.
Success Metrics : Track and report on key success metrics, such as customer satisfaction, product adoption rates, and churn rates.
Use this data to inform strategies for customer retention and engagement.
Qualifications :
- Experience : 2 years in a customer success, account management, or related role, preferably within the IT consulting or technology services industry.
- Technical Aptitude : Strong understanding of IT products and services, with the ability to quickly learn new technologies and explain them to non-technical users.
- Communication Skills : Excellent verbal and written communication skills, with the ability to convey complex concepts in a clear and concise manner.
- Interpersonal Skills : Demonstrated ability to build and maintain relationships with clients. Empathetic, patient, and customer-focused.
- Problem-Solving : Strong problem-solving skills, with the ability to think on your feet and provide innovative solutions to customer challenges.
- Organizational Skills : Highly organized, with the ability to manage multiple tasks and priorities effectively.
- Education : Bachelor’s degree in Business, Information Technology, or a related field is preferred.
Why Join Us :
- Impact : Play a key role in helping our clients achieve their business goals through technology.
- Growth : Opportunities for professional growth and development in a dynamic and supportive environment.
- Culture : Be part of a collaborative team that values innovation, customer success, and continuous improvement.
If you are passionate about customer success and have a knack for building relationships and coaching users, we would love to hear from you.
Apply now to join our team and make a meaningful impact!
Last updated : 2024-06-26
