Customer Success Officer at HC24 Live Smarter

Key Principal Responsibility.

• Drive Customer Success Outcomes
• Develop engagement strategies with customers to establish a professional relationship by providing operational and product expertise, customer service.
• Lead customer success engagements with key operational personnel via on-site visits.
• Generate user documentation to ensure the delivery of successful solutions to clients concerns and opportunities.
• Work with the sales and marketing team, product development and technology teams to ensure day-to-day service is effectively meeting client needs and value is being delivered to the client.
• Develop and execute service plans that target customers’ key strategic business initiatives and pain points.
• Proactively monitor renewal risk factors such as product usage, customer satisfaction and other activities to proactively engage clients in increasing usage ofour products and services.
•  Responsible for Customer Service Delivery - increasing the overall level of satisfaction, perceived value, and engagement with the business.
•  Survey development and tracking of customer satisfaction - loyalty and retention surveys and tracking

Business Development

• Identify actionable insights to improve client results and team strategy which lead to upsell opportunities through the knowledge of the client’s need/requirements.
• Actively assist the leadership team and marketing team in identifying leads and managing the opportunity pipeline.
• Responsible for product launch and activation.

PRODUCT GROWTH AND STRATEGY.

•  Recommend product or service enhancements to leadership team based on interaction and feedback from customers/clients.
• Work strategically with commercial team to drive continuous improvements in the business and platform. 

RETAIL SALES

• Conduct presentations to demonstrate to potential clients the benefits of HC24  products and services.
• Determine new ways to make products appealing by observing the environment and current trends.
•  Establish and nurture relationships with past customers and potential customers to facilitate sales
• Find potential customers through networking, cold calling and industry research to increase sales.
• Use data to help customers understand how products can help them achieve their goals.

CUSTOMER EXPERIENCE MANAGEMENT 

• Tracking customer experiences across online and offline channels.
•  Collaborating with other teams to enhance customer services and brand awareness.
•  Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
•  Perform product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.​
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
•  Developing feedback surveys.
•  Scheduling in-person and online meetings with customers
• Thinking of ways to show appreciation to loyal clients
•  And other methods to improve and maintain the overall brand experience
• Champion opportunities to consistently Improve the HC24  customer service experience
•  Establish and maintain healthy, long-term relationships with clients to generate repeat business and referral
• Discover customers’ needs and offer solutions to them through the company’s services or products