Senior Customer Success Specialist

Egypt Full time Customer Success In-office

We are looking to hire a Senior Customer Success Specialist to join us in our mission to educate the world. The successful candidate shall be responsible for supporting customers in becoming active users of our products, increasing the company’s sustainable value, building long-term relationships with customers, and focusing on customer loyalty and customer retention by making sure that customers are satisfied with our products and services and by addressing their concerns, inquiries, and sugges

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Responsibilities

  • Develop and implement a well-planned customer onboarding program to ensure the client’s understanding of all the company’s products and services

  • Develop and implement different activities and plans to ensure that our new clients are using the product effectively and efficiently

  • Analyze data of customer usage to identify the best customer success practices

  • Create and implement a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage

  • Address the customer’s complaints, suggestions, and requests to reach customer satisfaction

  • Provide product support service to customers using different channels in a timely manner

  • Develop and maintain smooth and strong relationships with customers to increase loyalty and retention

  • Follow up on customers’ contract renewals to maintain a sustainable customer retention rate

Qualifications & Work Experience

  • 2–3 years of relevant experience

  • Bachelor’s degree in any field

  • Knowledge of the practices of the customer success field

  • Proficiency in MS Office, especially PowerPoint

  • Knowledge of e-learning software is an asset

Behavioural Competencies

  • Excellent verbal, written, and interpersonal communication skills

  • Customer service oriented

  • Self-driven, dynamic, and proactive

  • High computer literacy and ability to learn new software

  • Problem-solving and decision-making skills

  • Planning skills

  • Shows initiative

  • Strong time management skills, organizational skills, and the ability to multitask

  • Analytical skills

 

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