Description
Objectives of this Role:
Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed
Ability to work in a team and contribute to the overall success of the department
Good attention to detail and a consistent approach.
Versatile attitude and approach to the demands created by the role of the best practice approach to Customer Success, at all times.
Daily and Monthly Responsibilities:
Serve as day-to-day contact for assigned accounts,
building trust and rapport while identifying areas of chance, highlighting best practices, and documenting them
Conduct telephonic training for the recruitment team on diverse Monster products.
Engage with HR Recruitment team to drive Monster usage and amplify their ROI.
Responsible to cultivate the accounts and bring in the renewals.
Maintain customer health and introduce recent, valuable features as they become relevant on the customer journey.
Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow with Internal teams to ensure deliverables are on time
Collaborate, problem solve, and/or strategize upcoming client meetings.
Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/FCR scores to identify areas of i