Manage student experience for specific programs within the EDGE team at Northeastern University. Advise learners, assist with concerns, and facilitate engagement with various resources.
About the role
- Customer Success Specialist managing client relationships at a managed service provider. Focused on customer satisfaction, retention, and collaboration across internal teams.
Responsibilities
- Proactively manage customer relationships to drive satisfaction, retention, and renewals.
- Identify and mitigate risk throughout the customer lifecycle to prevent dissatisfaction or churn.
- Develop and maintain strong relationships with key customer stakeholders and champions.
- Ensure customers are effectively utilizing our services and deriving measurable value.
- Act as a subject matter expert to guide customers through challenges and optimize service utilization.
- Resolve customer issues and critical situations with a sense of urgency and professionalism.
- Collaborate with Sales and Account Management teams to share insights and support upsell and cross-sell opportunities.
- Provide customer feedback to internal teams, including Product Management, Marketing, and Sales, to enhance the overall customer experience.
- Maintain accurate and up-to-date records in the company’s CRM platform and adhere to performance metrics.
Requirements
- Bachelor’s Degree preferred
- Prior experience in Business Security, Managed Network Services, or Business Voice Solutions is a plus
- Proven success in engaging with C-Level executives, Sales leaders, Operations managers, and IT departments
- Strong communication and interpersonal skills
- Proficiency in Microsoft Office tools, especially Excel and Smartsheet
- Detail-oriented with excellent problem-solving and organizational skills
Benefits
- Equal Employment Opportunity employer
- Assistance for applicants with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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