Periscope Holdings, Inc.
  • 26-Jul-2019 to 24-Sep-2019 (MST)
  • Customer Success & Retention
  • American Fork, UT, USA
  • Full Time

Healthcare, vision, dental, 401K, paid vacation time


The Customer Success Representative will be responsible for ensuring new and existing strategic customer accounts are educated and successfully onboarded to BidSync Pro. This position will also ensure the long term success of our customers over the life of their subscription. Customer Success will serve as a liaison with BidSync supplier sales, retention and customer support in addition to our customer base.

Responsibilities:

  • Will provide on boarding and demo's to customers.
  • Meet or exceed KPI's and customer satisfaction goals as defined by the Retention Manager.
  • Serve as a customer advocate to build trust with new and existing customers to ensure their long-term success and understanding of their account.
  • Assist with customer escalations and mitigate customer attrition.
  • Formally manage the chargeback process - collect and provide required documentation needed to fight chargebacks and provide associated reporting.
  • Confidently articulate and combat refund requests pivot to value proposition
  • Focus on continuous improvement of NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other relevant customer metrics
  • Must be innovative and forward thinking constantly looking for process improvement and bringing new ideas to the table for discussion.
  • Act as the voice of the customer across the organization and provide customer feedback to help prioritize the product roadmap.
  • Identify and escalate any potential risk issues with the customer base.
  • Work collaboratively with all peers and stakeholders to influence customer experience improvements.
  • Communicate and continue to advise on BidSync best practices both internally and externally.
  • Be a true thought leader and value-based advisor.

Qualifications:

  • Strong customer orientation and customer service experience
  • Established track record of exceeding targets, KPI's and SLA's
  • Excellent communication and negotiation skills.
  • Ability to adapt and succeed in a rapidly changing environment.
  • Excellent attitude and spirit of cooperation.
  • Punctual & motivated personality
  • Microsoft outlook and salesforce experience preferred.

 

 

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Periscope Holdings, Inc.
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