Customer Success Specialist
Pretoria – Gauteng
Customer Success Specialist
Job Overview:
As a Customer Success Specialist, you will be responsible for developing and implementing strategies to retain existing customers and enhance their overall experience with our client’s brand. In addition to focusing on customer retention, you will also be responsible for generating new business and upselling customers to our client’s ATC (Audience Targeted Campaigns). Your primary focus will be on building strong relationships with clients, addressing their needs, and ensuring high levels of satisfaction to reduce churn and promote loyalty.
Location: Pretoria, Hatfield
Key Responsibilities:
- Customer Relationship Management: Engage with customers to understand their needs, preferences, and pain points, and provide tailored solutions.
- Retention Strategies: Develop and execute initiatives aimed at improving customer retention rates.
- New Business Generation: Actively seek out new business opportunities by identifying potential customers and converting leads into clients.
- Upselling and Cross-Selling: Promote and upsell ATC services to existing customers to maximize their value and enhance their overall experience.
- Communication: Communicate regularly with clients through to maintain a strong relationship and provide ongoing support.
- Feedback Collection: Gather feedback from customers about their experiences and use this information to recommend improvements to products and services.
- Problem Resolution: Address customer concerns and issues promptly and effectively, ensuring a positive resolution to enhance satisfaction.
- Collaboration: Work closely with sales, marketing, and product teams to align retention strategies with overall business objectives and customer needs.
- Reporting: Prepare reports on customer retention metrics, trends, and insights to inform management and drive continuous improvement efforts.
Qualifications:
- Experience: Proven experience in customer service, customer success, or a similar role, with a strong focus on retention strategies and sales.
- Skills:
- Excellent communication and interpersonal skills.
- Strong analytical skills with the ability to interpret data and trends.
- Proven track record in upselling or generating new business.
- Problem-solving mindset with a customer-centric approach.
- Proficiency in CRM software and data analysis tools.
- Attributes:
- Detail-oriented and organised.
- Ability to work independently and as part of a team.
- Passionate about customer satisfaction and service excellence.
Please send your cv to: danielle@recruitforce.co.za