Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours.
Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe.
Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys.
Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption.
Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month.
Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter.
Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity.
Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.

Requirements

1–3 years of experience in a customer-facing role such as customer success, account management, or a related service position.
Proven track record of meeting and exceeding performance targets, specifically related to response times and service level agreements.
Professional communication skills characterized by the correct use of syntax, grammar, and an articulate, confident tone in all interactions.
Exceptional written communication abilities, with experience producing organized, clear, and error-free documentation and correspondence.
High level of computer literacy, including proficiency with CRM systems, word processing, video conferencing, and online research.
Experience demonstrating software functionality to users and successfully driving the adoption of new digital tools or features.
Strong analytical and problem-solving skills with the ability to navigate complex issues and resolve conflicts with professionalism.

Benefits

health benefits
flexible paid time off
parental leave
fertility and adoption assistance
401(k)
educational reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successaccount managementperformance targetsservice level agreementsdocumentationsoftware functionalitydigital tools adoptionanalytical skillsproblem-solving skills

Soft Skills

professional communicationwritten communicationcustomer advocacyissue resolutionorganizational skillsattention to detailinterpersonal skillsconflict resolutionproactive identification