TheCSA I role will be the key counterpart of the Customer Success Manager. The ideal candidate will have experience in Account Management, Sales, or Customer Service environments, with a proven ability to achieve targets and adhere to service level agreements and will be Customer Success Consultant. They should excel in developing and communicating practical plans to enhance client satisfaction and profitability. This role offers an opportunity for a motivated individual to contribute to our team's success by ensuring exceptional service delivery and client satisfaction.
Responsibilities:
Manage day- to day case inquiries, meeting established service levels.
Provide prompt follow-up and keep customers informed of request progress.
Ensure timely delivery of reports and information requests, maintaining updated details and meeting SLAs.
Handle escalations effectively
Prepare reports on a weekly, monthly and quarterly basis.
Support supplier relationship management
Maintain risk logs and manage account related tasks.
Conduct regular client calls (weekly, fortnightly, ad hoc)
Collaborate across departments to meet project deadlines.
Address and resolve client issues and complaints, coordinating with internal teams to prevent recurrence.
Maintain and update Client Requirement Matrix.
Propose and create customized reports tailored to client program needs.
Additional duties related to the management of the account support and client training.
Required Skills:
Understanding of client needs and pain points, with the ability to build trust and empathy.
Excellent communication, presentation, and analytical skills
Strong time management and organizational abilities
Proficiency in Microsoft Office applications, including Excel PowerPoint and word.
Desired Attributes:
Client-centric mindset with a focus on developing a successful career within the organization.
Collaborative team player with strong relationship-building skills
Outside-In Thinking: Ability to think from the client's perspective and proactively propose solutions.
