Customer Success Representative II

The Customer Success Representative II acts as the customer's trusted advisor, providing guidance, support, and resources to help clients achieve their business goals throughout the post-sales lifecycle. The role is responsible for managing support plan renewals and calculations, tracking metrics, handling customer tickets, and coordinating across teams to ensure high levels of customer satisfaction and retention. This is a full-time position with remote, hybrid, or on-site opportunities available.

Responsibilities

• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
• Proactively educating customers on various Support Plan options, effectively communicating the benefits of each and helping them select the best plan for their business needs
• Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers
• Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication
• Utilizing product knowledge, problem-solving skills, and training to enhance customer engagements
• Implementing strategies and processes that deliver consistent customer satisfaction and retention
• Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Delivering customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges
• Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty
• Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools