Job Description

Job Title

Specialist - Customer Success

Job Scope

The Specialist - Customer Success will act as an advisor to the customer, building long-term relationships to drive customer satisfaction, retention, and growth. S/He ensures service excellence and timely complaint management aiming at customer retention.

Main Duties and Responsibilities

Owns the customer relationship and actively manages the internal and external stakeholder relationships at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions.
Address customer service issues, escalate complaints ensuring appropriate teams are engaged for quick resolution.
Conduct regular business reviews and customer check-ins.
Track customer usage, engagement, and satisfaction metrics.
Identify