Customer Success Specialist
Core
Primary contact for strategic accounts, managing relationships, resolving queries, and processing orders/invoices to ensure customer satisfaction.
Role type
Customer Success Specialist (Strategic Accounts)
Builds
Customer relationships and account health for strategic clients
Domain
Publishing/Professional Services
Deliverable
client delivery
Required skills
Customer relationship management, order processing, invoice management, root cause analysis, SOP creation, SAP, Salesforce, Microsoft Excel
Preferred skills
Strategic account management, process improvement, training support
Technologies
SAP, Salesforce, Microsoft Office
Responsibilities
Manage assigned strategic accounts and monitor account health; Resolve product or service problems by clarifying issues and expediting corrections; Process orders, invoices, quotes, returns, and claims within SLA; Create and update Standard Operating Procedures (SOP); Suggest improvements to customer self-help portals; Liaise with other departments to manage day-to-day business processes.
Seniority
Mid-level IC
