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Netsync Network Solutions Customer Success Coordinator in Dallas, Texas

Detailed Description

Netsync Network Solutions is looking for qualified individuals to fill the role of Customer Success Manager. As a Customer Success Coordinator, your focus will be on getting to know your customers and understand their needs on an ongoing basis. You will be responsible for cultivating and maintaining strong relationships with your customers that help ensure high levels of customer satisfaction and recognition of ROI in their use of our products and services which leads to customer's renewing their services as well as revealing any growth opportunities for their account.

Roles and Responsibilities

  • Manage customer activities, risks, and growth opportunities in customer success application

  • Conduct customer-focused Quarterly Business Reviews measuring customer success define metrics and key performance indicators (KPIs)

  • Define customer outcomes based on communication with customer, analysis customer health metrics, run NPS and gather other feedback via survey tools

  • Drive retention and growth amongst our most valuable customers

  • Maintain cadence of communication with customers about their adoption trends, sentiment, and mining opportunities for deeper engagements

  • Evaluate and monitor engagement performance on an ongoing basis by analyzing key metrics and creating comprehensive reports

  • Evaluate and improve processes for customer onboard, adoption, and workflows for ongoing customer experience engagement

  • Analyze customer data to improve and personalize their customer experience

  • Provide timely updates or changes on emerging technologies that impact or improve customer's business

  • Participate and collaborate in customer-facing content development

  • Effectively deliver training/knowledge sharing/transfer with both technical and non-technical audiences comprised of internal or external staff

  • Specific job responsibilities will vary by client engagement

Additional Duties

  • Travel: 25%

  • Individual may be required to work hours outside of normal business hours

Skills and Experience

  • 1-3 years working within a customer-facing support and services role

  • Experience working in a fast-paced, entrepreneurial, diverse, and dynamic environment

  • Excellent verbal communications and written documentation skills (required)

  • Creative thinker who is data-driven and capable of making quick decisions

  • Passion for solving problems and collaborating with others

  • Ability to multi-task multiple labels of priorities and create a sense of urgency

  • Use of tools like:

  • Collaboration Software like Cisco WebEx Meetings (including Events and Training)

  • Project Management tools like Asana, Trello or MS Project

Minimum Qualifications/Technical and Educational Requirements

  • A BA/BS degree in Business, Marketing or Communication or equivalent work experience.

  • Cisco Customer Success Manager certification (preferred)