Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- Client Success Manager overseeing a portfolio of restaurant clients, ensuring satisfaction and retention for Rewards Network. Managing account health and communication to improve service value and NPS scores.
Responsibilities
- Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
- Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
- Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
- Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
- Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
- Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
- Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
- Share customer feedback and insights with the internal teams to shape future offerings.
Requirements
- At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
- Must have previous experience responding to a high volume of calls and emails related to client service.
- Must have a passion for client service.
- Experience using a CRM system such as Salesforce
- Proficiency with MS Excel, Word, PowerPoint, and Outlook.
- Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
- Strong written and verbal communication skills.
- Strong analytical and problem-solving skills and abilities.
- Attention to detail and excellent organization skills along with self-motivation.
- Ability to work independently and respond with flexibility.
- Willingness to learn new skills and software applications.
Benefits
- Comprehensive benefits package, which includes:
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
- Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations
- Catered lunches provided on Tuesday's in our Chicago office
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.
Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.
Client Experience Manager serving as an advocate for LightEdge clients. Developing strategies for maintaining client retention and identifying growth opportunities while collaborating with sales.
CRM Campaign Manager managing email, SMS, and WhatsApp campaigns for UK's leading roof tent brand TentBox. Focused on driving engagement, traffic, and revenue through advanced segmentation and performance optimization.
Customer Success Manager responsible for driving success with commercial customers on Iru's AI platform. Hybrid role collaborating with a performance - driven team in a fast - paced environment.
Customer Success Manager ensuring commercial customers achieve measurable success with Iru's AI - powered platform. Leading onboarding and customer engagement in a hybrid role.
Customer Success Manager ensuring commercial clients succeed with Iru's AI - powered security platform. Driving adoption, retention, and expansion in a high - volume customer portfolio across EMEA.