Skillcast Group plc

Customer Success Manager

• Handle incoming client requests in Intercom with quick, accurate turnaround to routine questions.
• Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom).
• Triage client requests and use best practices to provide appropriate solutions and/or escalations.
• Provide accurate information regarding our products and services to our clients.
• Data entry and maintaining customer databases on the Learning Management System (LMS).
• Support the Customer Success Management team: Facilitate the upkeep of client portals and other tasks.
• Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.
• Monitor and escalate complex problems to the CS team or team leaders when necessary.

Customer Success Associate