Customer Success Specialist
Core
Primary Customer Service contact for assigned strategic accounts, driving customer satisfaction, first-time resolution, and low effort through proactive engagement and exceptional support.
Role type
Customer Success Specialist (Strategic Accounts)
Builds
Customer relationships and account health for strategic accounts
Domain
Publishing & Academic Services
Deliverable
client delivery
Required skills
Customer service, order/invoice processing, root cause analysis, SOP creation, project management, SAP, Salesforce, Microsoft Excel
Preferred skills
Advanced SAP/Salesforce knowledge, process improvement, training others
Responsibilities
Resolve customer queries via phone/email/chat/in-person, manage assigned strategic accounts, process orders/invoices/claims, create/update SOPs, suggest portal content improvements, work to KPIs/SLAs
Seniority
Individual Contributor
