Customer Success

Description

Job Summary: The Customer Success role will manage the customer portfolio, provide technical support and consulting, identify issues and opportunities, and ensure customer satisfaction and retention. Key Highlights: 1. Management of customer portfolios, including engineering and architecture firms 2. Focus on customer satisfaction, NPS improvement, and retention 3. Technical support, consulting, and opportunity identification The Customer Success professional will safeguard the health and quality of relationships between their assigned customer portfolio and the company. Responsibilities include providing technical support, consulting to clarify platform-related questions via phone, online chat, and video conferencing; identifying technical issues and escalating them to the Product team; identifying Up\-sell and Cross\-sell opportunities and forwarding such information to the Farmer’s team (Reseller Executives). Customer Portfolio Management, primarily involving engineering and architecture firms Creating support tickets for issues reported by customers within the assigned portfolio Improving NPS, preventing churn, and adding modules Conducting training sessions for portfolio customers, guiding and implementing the software Onboarding, ongoing engagement, and customer retention processes. **Requirements:** **Minimum Education:** Currently enrolled in or graduated from a Technical or Higher Education program in **Engineering**, **Architecture**, **Building Construction**, or related fields. **Additional Requirements:** * Strong interpersonal and communication skills; * Dynamic professional with excellent verbal fluency and persuasive communication ability. **Desired Skills:** * Proficiency in Microsoft Office, especially spreadsheets and document handling. * Completed high school education * Customer service training Responsibilities include: * Supporting customers in the assigned portfolio to ensure high **Satisfaction** in using the platform; * Addressing customer-submitted requests to guide product improvements and issue resolution; * Monitoring and maintaining KPIs that measure performance effectiveness and the customer-company relationship (e.g., NPS, Satisfaction Index, Average Response Time, Average Handling Time, etc.); * Proactively managing retention for customers indicating potential churn;