Customer Success Mgmt

Real Customer Success comes from the heart. I have the best customer management and business consultancy skills around. I’m passionate about engaging your customers and expanding their use cases. I have impeccable relational skills and can create win/win environments for all parties that I work with.

Responsibilities

Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.

  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop, prepare, and nurture customers for advocacy.
  • Manage the Customer Satisfaction (CSATs) process and liaise with other internal organizations to thoroughly understand business processes and customer satisfaction issues.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Work to identify and/or develop upsell opportunities.
  • Advocate customer needs/issues cross-departmentally.
  • Program manage account escalations.
  • Redesign and automate customer satisfaction measurement process and gather customer feedback by deploying a multilingual online surveys via Salesforce/Allegiance
  • Lead Allegiance implementation and continuously improves the system to understand and map client requirements in order to blueprint a VoC (CX, VoE, Partner, Research, etc.) program that meets unique business needs.
  • Implement and automate “Voice of the Customer” (VoC) program to capture and synthesize customer feedback to equip leaders and employees with the insights needed to drive improvements and innovations.
  • Manage CSATs program; own monthly insights, analytics, reporting and lead monthly meeting on NPS metrics and collective customer experience programs
  • Perform Key Driver Analysis, Sentiment Analysis, Customer Effort/Easiness analysis (CES) among others to facilitate a strong customer experience that impacts business growth.
  • Develop and launch promotional email marketing campaigns to generate awareness, increase and retain customer engagement.
  • Lead analytical deep dives into various Customer Success initiatives

Now you know me! It is time that we personally know – book an interview here

I look forward to talking to you🙂

Diana