A Customer Success Specialist, Client Liaison. Best practices consultant. Results driven. Self-starter. Rapport builder. Relationship manager. Systematic problem-solver. Efficient communicator. Expertise: Account Management, Customer Experience, Business Development and Retention, Financial Reporting, Comprehensive Client Implementation and onboarding, Consultative Leadership and Project Coordination, Portfolio Management and growth via Retention and minimized attrition, affinity building to go along with multiple years of exceeding obligatory organizational goals. Ability to work precisely and efficiently under strict deadlines and formal procedures. Skillfully collaborating and or working with diligence individually with minor supervision while maintaining high levels of efficiency, productivity, and thoroughness. Steadfast confidence, resolute punctuality, dynamic talents, and strong adaptability.
• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location.
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully including providing prompt follow up to customers and ensure their satisfaction
• Mitigate customer issues in assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while collaborating with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely; Maintain system data integrity across multiple customer platforms
• Achieve goals around retention, growth, and customer satisfaction
• Diagnose, research, identify and troubleshoot some technical issues for customer generated requests
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