Virtuance

Customer Success Manager

• Serve as a critical liaison between our clients and internal staff.
• Develop and nurture relationships with our clients one interaction at a time by phone, email, online chat, and text.
• Calmly assist and respond to demanding clients, resolving issues quickly and to completion.
• Assure total client satisfaction during each interaction.
• Respond to an average of 40-60 client interactions per day (between voice, email, chat, and text).
• Identify improvements to existing processes to increase efficiency, quality, and service to customers.
• Support the Partner Success team, QA team, and Processing team to answer any client-related questions through chats, tickets and video chat.
• Communicate within the Client Success Team and coordinating task coverage.
• Report bugs, challenges, and potential improvements to our systems with detailed documentation and work with our engineering team to resolve.
• Work together as a Team to ensure that we are finding and implementing efficiencies in processes, workflows, and division of responsibilities within the team.

Client Success Specialist