Job Summary:

• Reviewing and analyzing client websites for areas that can be improved and optimized
• Identifying powerful keywords to drive the most valuable traffic
• Writing powerful calls-to-action to convert visitors
• Writing Content for Websites
• Analyzing keywords and SEO techniques 
• Attending to clients needs and providing solutions
• Answering inbound calls and emails
• Manage largest individual book of business comprised of smaller, lower touch clients
• Refine communication and touchpoints with clients to help reinforce Paro’s value proposition
• Work closely with both Account Management and Freelancer Operations teams to ensure clients have optimal post-sales experience with Paro by providing ad-hoc support

Skills on Resume: 

• Website Optimization Expertise (Hard Skills)
• Keyword Research Proficiency (Hard Skills)
• Compelling Content Creation (Hard Skills)
• SEO Analysis Skills (Hard Skills)
• Client Relationship Management (Soft Skills)
• Effective Communication (Soft Skills)
• Business Management Acumen (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)

Job Summary:

• Reviewing all new tickets added to the portal by users, checking that they are genuine, and following a process to ensure that all tickets are closed out in an efficient manner.
• Following internal policies and processes to ensure that the customer support strategy is being adhered to, so that are users all given excellent customer service.
• Discuss with the Customer Support Manager how tickets are being handled on a day-to-day basis, and identify issues or any possible areas for improvement.
• Coordinating with the Customer Support Manager on support priorities, and identifying opportunities such as targeting users to engage with Webinar service to raise awareness about particular outstanding tasks.
• Organizing and maintaining the solutions with the support portal, to ensure that users within Foods Connected can self-help as much as possible, and have an enjoyable experience whilst learning what the system can do.
• Ensuring the success of beloved clients at scale to ensure long-term engagement with Dialogue through industry-leading client satisfaction
• Following and optimizing a client management process and owning the support, contract renewal, client reviews, and recording all activities in CRM
• Creating material to review performance and proposing action plans to ensure clients meet engagement objectives
• Contributing to identifying areas of opportunity for improvement within the department and optimizing account management practices to allow for swift scalability
• Working closely with the internal operations team to represent the voice of customers and making feedback as impactful as possible to influence the evolution of products and processes

Skills on Resume: 

• Ticket Review (Hard Skills)
• Customer Service Adherence (Hard Skills)
• Daily Operations Coordination (Soft Skills)
• Webinar Engagement (Soft Skills)
• Support Portal Organization (Hard Skills)
• Client Success (Soft Skills)
• CRM Management (Hard Skills)
• Performance Review (Soft Skills)

Job Summary:

• Schedules and conducts an onboarding call with clients. 
• Clearly and concisely establishes expectations for onboarding timeline based on products purchased and expectations set at the time of sale. 
• Build rapport and trust with the client. 
• Share best practices for SaaS components.  
• Completes pre-review of all live products in preparation for onboarding call. 
• Conduct subsequent calls with the client until all onboarding goals and priorities are met. 
• Work with the client until transfer to the support center. 
• Show clients how to use the knowledge center, videos, live chat and email when they need self-service assistance.  
• Facilitates client issue resolution during onboarding on behalf of clients with cross-functional teams including digital fulfillment, Sales and Product keeping the client informed until resolution. 
• Provide technical support when necessary and be able to troubleshoot and replicate issues.  
• Understanding of SaaS components and exhibiting product knowledge and digital expertise in order to build on client enthusiasm and confidence regarding purchase. P
• Present new and innovative ideas to the client during the 90-day onboarding phase to increase usage on purchase products. 
• Pass yearly certification and attend self-development courses

Skills on Resume: 

• Onboarding Coordination (Hard Skills)
• Client Expectation Management (Soft Skills)
• Rapport Building (Soft Skills)
• SaaS Best Practices (Hard Skills)
• Product Pre-Review (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• SaaS Product Knowledge (Hard Skills)
• Innovative Idea Presentation (Soft Skills)

Job Summary:

• Act as the principal lead for enterprise accounts and serve as the main point of contact for service management, support, escalations and CSM revenue growth.
• Ensure value delivery, realization and overall customer success (via KPIs) for several actively managed medium to high-value accounts.
• Responsible for key customer lifecycle stages post-sale and ensuring the long-term scalable business relationship is established.
• Coordinate post-sale service delivery with field operations, sales and support and other competencies in the CSM team.
• Proactively monitor customer engagement (via internal systems) and work with teams cross-departmentally to ensure an excellent customer experience.
• Drive solutions with customer stakeholders (make solutions part of the day-to-day business) and train and educate customers in fully adopting the solutions.
• Monitor customer adoption and usage and take action together with the rest of the success team and organization.
• Cross-selling other solutions to meet customer needs.
• Identify, design and mobilize the organization in upselling current and future product offerings
• Manage and grow revenue for multiple accounts varying in size
• Educate and train the customer to change the customer’s ways of working and get full value of the solution

Skills on Resume: 

• Enterprise Account Management (Soft Skills)
• Customer Success Strategy (Hard Skills)
• Customer Lifecycle Coordination (Soft Skills)
• Post-Sale Service Delivery (Hard Skills)
• Customer Engagement Monitoring (Hard Skills)
• Solution Implementation (Soft Skills)
• Revenue Growth Management (Hard Skills)
• Customer Training and Education (Soft Skills)

Job Summary:

• Iterate and improve upon current processes through coordination with Freelancer Operations and Account Managers
• Assist with the continual improvement to feedback and survey processes from Freelancers and clients in order to gain additional quantitative and qualitative insights to improve service
• Manage incoming correspondence from clients and respond after the necessary research with various departments
• Display a positive can-do attitude and demonstrate a commitment to delivering fantastic customer service
• Gain a broad knowledge of products to answer a wide variety of customer questions
• Use excellent communication skills to establish a conversational rapport and quickly determine customers’ needs
• Resolve complex customer service issues by analyzing the customer problem and providing logical solutions
• Provide clients with training on products, and offer suggestions on how they can best utilize products for company needs
• Maintain Salesforce by accurately updating customer records, and client interactions occurring either by phone or email
• Help maintain and expand training documentation

Skills on Resume: 

• Process Improvement (Hard Skills)
• Data Analysis (Hard Skills)
• Effective Communication (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Product Knowledge (Hard Skills)
• Training and Development (Soft Skills)
• Salesforce Proficiency (Hard Skills)
• Documentation Skills (Hard Skills)

Job Summary:

• Responsible for providing an outstanding customer experience by responding in a timely manner to customer inquiries/orders via phone, email, web chat, ERP cases, and web form emails.
• Help customers with the selection of products, identification of future needs, pricing questions, and routine information concerning product availability, delivery, pricing, sales orders, RGA’ s and credit memos.
• Review, input, and process purchase orders received by phone, email and electronically (EDI). 
• Suggest improvements for the order entry process as necessary.
• Efficiently and accurately inputs customer orders into the company’s order entry system and advises customers immediately if the product cannot be shipped as requested. 
• Performs detailed review of purchase orders to capture special requests listed by the customer. 
• Create and distribute invoices, ensuring the accuracy of quantities and pricing.
• Review daily invoices for backorders and communicate with affected customers accordingly.
• Administrates company policy as related to product returns assigns Returned Goods Authorization (RGA) number and communicates instructions to customers.
• Provides instructions to the Shipping department regarding packaging and shipment of products as the customer specifies, as well as researching damaged shipments and investigating UPS claims.
• Prepare reports of business transactions, customer accounts, or other information on an ad hoc basis as requested by management, including investigating orders not processed and shipped on time.

Skills on Resume: 

• Customer Inquiry Management (Soft Skills)
• Product Selection (Hard Skills)
• Order Processing (Hard Skills)
• Process Improvement (Hard Skills)
• Attention to Detail (Soft Skills)
• Invoice Creation (Hard Skills)
• Policy Administration (Hard Skills)
• Report Preparation (Hard Skills)

Job Summary:

• Develop relationships with large clients
• Set up regular calls with clients to find out if they’re meeting goals while using the product, to suggest improvements and share product knowledge
• Prepare and present executive business reviews
• Minimize churn by detecting warning signs and proactively reaching out to prevent it
• Lead targeted client outreach campaigns and account health assessments across portfolio of clients
• Perform research and build client success plans based on unique account environment, business use case, and strategic priorities
• Follow up on inbound client requests with strategically assembled product adoption content across Granicus’ existing and expanding product portfolio
• Keenly identify and document expansion opportunities and account intelligence in Salesforce
• Pursue and communicate new developments in the Granicus product portfolio
• Use Salesforce to track activities properly and manage contact data for accuracy
• Analyze Customer Success reports and dashboards

Skills on Resume: 

• Relationship Building (Soft Skills)
• Client Communication (Soft Skills)
• Executive Presentation (Hard Skills)
• Churn Prevention (Soft Skills)
• Client Outreach (Hard Skills)
• Research and Planning (Hard Skills)
• Opportunity Identification (Hard Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Be the product expert and open to learning all facets of the business, product, and service offer.
• Clearly explain access technology and product details to stakeholders via email and phone.
• Provide quick, knowledgeable, and “best-in-class” customer service to all stakeholders
• Deliver a positive customer experience for small business clients
• Owning the success of the customer journey from implementation to live support through providing timely and appropriate resources and guidance.
• Manage expectations and deadlines with customers to keep them on track for a successful HealthJoy launch.
• Respond to questions, concerns, and feedback in a positive, empathetic and consultative manner, escalating internally
• Build strong, consultative relationships with the HR leaders and external stakeholders to ensure they can confidently use the HealthJoy platform and understand the resources available to them and their employees.
• Support live webinars for HealthJoy clients in the implementation process and clients who are currently using HealthJoy.
• Recognize trends in the customer life cycle and collaborate with internal teams on solutions to improve the customer experience.

Skills on Resume: 

• Product Expertise (Hard Skills)
• Clear Communication (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Positive Experience Delivery (Soft Skills)
• Customer Journey Management (Hard Skills)
• Expectation Management (Soft Skills)
• Relationship Building (Soft Skills)
• Trend Recognition (Hard Skills)

Job Summary:

• Serving as a primary point of contact for customers
• Monitor product solution usage in the customer environment
• Promote training and education services to ensure successful customer onboarding and readiness
• Collaborate with customers to achieve specific data and analytic business objectives via Information Builder solutions and services
• Identify incremental use cases to drive customer adoption and ROI from existing investment
• Monitor Voice of Customer (VoC) and Net Promoter Score (NPS) for customers
• Serve as overall customer advocate e.g. new product requests and enhancements
• Ensure a seamless customer experience from start to finish, including assisting Customer Success Managers in account coordination from Purchase Order to end-user usage
• Coordinate and troubleshoot with stakeholders
• Create, compose, and manage Help Center documentation including editing existing articles and creating new ones when the need arises/new features are released
• Update management on customer-related trends and suggest improvements
• Act as backup Zendesk Admin

Skills on Resume: 

• Customer Contact Management (Soft Skills)
• Product Usage Monitoring (Hard Skills)
• Training Promotion (Soft Skills)
• Collaboration for Business Objectives (Hard Skills)
• Use-Case Identification (Hard Skills)
• Voice of Customer Monitoring (Hard Skills)
• Customer Advocacy (Soft Skills)
• Documentation Management (Hard Skills)

Job Summary:

• Processing sales orders accurately to ensure delivery of the medical devices.
• Processing bill-only orders and trunk stock requests.
• Meeting the needs of customers by researching, problem-solving, and generating information.
• Setting up new customers, assigning customer numbers, and obtaining all pertinent account information for shipment and billing.
• Providing customer support via phone and email.
• Supporting customer contracts and pricing agreements.
• Collaborating directly with customers to confirm orders.
• Proactively working with Sales reps and Finance to resolve sales order discrepancies and purchase order issues
• Supporting customers with discrepancies regarding shipments or billings.
• Coordinating RMA or RGA process with customers and field personnel.
• Auditing Sales Rep's trunk stock monthly and locating discrepancies.
• Maintaining Financial and Regulatory compliance.
• Collaborating with Clinical and Regulatory to ensure Vendor forms are completed accurately.

Skills on Resume: 

• Order Processing (Hard Skills)
• Customer Research (Soft Skills)
• Customer Setup (Hard Skills)
• Customer Support (Soft Skills)
• Contract Support (Hard Skills)
• Discrepancy Resolution (Soft Skills)
• RMA/RGA Coordination (Hard Skills)
• Compliance Maintenance (Hard Skills)

Job Summary:

• Be the point of contact for clients and partners
• Recognizing opportunities and growing accounts
• Provide a strong level of support to a client base
• Confident sending emails and making outbound phone calls regularly with an ability to record vital information
• Analyzing trends in the market
• Liaising with partners professionally and ensuring that all processes are streamlined
• Assisting Client Success Managers with enrollment preparation such as sending postcards, preparing training binders, making enrollment packets, etc.,
• Assessing and organizing confidential client data to ensure accuracy and completeness,
• Assisting Client Success Managers by testing technology functionality before enrollments
• Completing tasks so clients can efficiently communicate, enroll, and administer benefit plans
• Helping clients’ new hires in employee benefit plans by phone,
• Providing customer service to clients’ employees, such as helping employees get claims paid on insurance benefits they own when they have an accident

Skills on Resume: 

• Client Communication (Soft Skills)
• Account Growth (Hard Skills)
• Client Support (Soft Skills)
• Outbound Outreach (Soft Skills)
• Market Trend Analysis (Hard Skills)
• Professional Liaison (Soft Skills)
• Data Organization (Hard Skills)
• Technology Testing (Hard Skills)

Job Summary:

• Serving as the first point of contact for clients thus setting the tone of the experience.
• Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product by gathering feedback 
• Identify recurring issues and address these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Enhance the First Call Resolution.
• Act as the Voice of the Customer across the organization.
• Drive quality and consistency.
• Problem resolution and/or quarterback on any issues for the customer.
• Back up to the customer service representative.

Skills on Resume: 

• Customer Engagement (Soft Skills)
• Technical Proficiency (Hard Skills)
• Product Knowledge (Hard Skills)
• Feedback Analysis (Hard Skills)
• Issue Identification (Hard Skills)
• Service Excellence (Soft Skills)
• Problem-Solving (Soft Skills)

Job Summary:

• Create and maintain client action plans with needs, requirements, and measures to enable focused Customer Success support 
• Aligned and provides a clear return on investment for the client
• Measure success and provide analytics to evidence the value the Customer Success Team brings to the client using a documented account plan
• Own the operational success of the client as a central conduit to provide resources and services at the right level, to the right people at the right time
• Manage the client's training plan for both new and existing users working with "system end-users" and "system managers"
• Correct knowledge and confidence using WPM systems
• Provide interactive webinar sessions based on pre-defined training requirements
• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty.
• Suggest solutions to common customer challenges.
• Prioritize customer requests and needs appropriately and with proper urgency.
• Write articles and create collateral for customers to explain/demonstrate application features and functionality.
• Critically think through issues to provide the best and most scalable solution for customers.

Skills on Resume: 

• Client Action Plan Development (Hard Skills)
• Return on Investment Analysis (Hard Skills)
• Success Measurement (Hard Skills)
• Operational Management (Hard Skills)
• Training Management (Hard Skills)
• Customer Empathy (Soft Skills)
• Customer Engagement (Soft Skills)
• Problem-Solving (Soft Skills)