As a Customer Success Representative at Registix, you will play a critical role in supporting the Sales Leads and their customers, post-sale. Once a sale has been made, this position will be ensuring the customers have a seamless and satisfying experience. You will assist in onboarding new customers, provide ongoing support, and help foster long-term relationships that drive customer satisfaction and retention. Acting as the customer's advocate, you will collaborate with various departments to ensure customer needs are met and exceed expectations.
Key Responsibilities:
Customer Onboarding Support: Partner with the Sales Lead(s) to onboard new customers, ensuring a smooth transition from prospect, to ordering customer, while providing a positive experience.
Customer Communication: Serve as a point of contact for customer inquiries, offering product support and resolving issues in a timely and professional manner.
Account Monitoring: Monitor customer usage and engagement metrics, identifying potential risks or opportunities for growth, and reporting insights to the Sales team.
Issue Escalation: Collaborate with the operations and analyst teams to ensure customer issues and claims are resolved efficiently, maintaining a high level of customer satisfaction.
Retention and Renewal Support: Assist in retention and renewal efforts by proactively supporting at-risk accounts, helping customers stay engaged and satisfied.
Customer Feedback: Gather and communicate customer feedback to internal teams, including the Sales Lead, to drive continuous improvement in the customer experience.
Relationship Building: Build and maintain strong, positive relationships with customers to better understand their needs and ensure their long-term satisfaction with Registix.
Customer Appreciation: Develop strategies to enhance customer appreciation, fostering loyalty and long-term relationships.
CRM Management: Manage the CRM system's day-to-day operations, ensuring accurate data input and efficient functionality to support customer success and sales activities.
Prospecting and Lead Qualification: Assist in the initial stages of customer prospecting, cross-checking leads in HubSpot, and qualifying them for potential engagement.
Qualifications:
Bachelor's degree in business, communications, or a related field (preferred but not required).
1-2 years of experience in customer success, customer support, or a related role.
Strong communication and interpersonal skills with the ability to resolve issues in a positive and timely manner.
Strong organizational skills with an ability to multitask and prioritize effectively.
Team player with the ability to collaborate cross-functionally with other departments.
A customer-centric mindset focused on problem-solving and enhancing the customer experience.
Preferred Skills:
Familiarity with CRM systems and customer success platforms as we utilize HubSpot.
Basic knowledge of customer success strategies and engagement techniques.
Experience in a fast-paced and dynamic environment is a plus.