Customer Success Specialist

Vakansiyanın detalları

Onboarding and Customer Adaptation

Managing the product implementation process for clients, including training, setup, and integration.

Developing and conducting training programs, webinars, guides, and instructional materials.

Setting up onboarding processes to help customers achieve their goals faster.

Customer Support and Relationship Management

Regularly engaging with customers to increase their product usage and involvement.

Providing proactive assistance in problem-solving and analyzing customer feedback.

Building trust-based relationships with clients and identifying their needs.

Customer Service Process Optimization

Creating a knowledge base (FAQs, video tutorials, articles).

Automating customer support through CRM, Helpdesk systems, and chatbots.

Deep understanding customer service standards (SLA, KPI, NPS).

Analytics and Metrics Management

Monitoring customer engagement metrics (NPS, CSAT, Churn Rate, Retention Rate).

Analyzing product usage data and developing strategies to increase user activity.

Assessing customer satisfaction and identifying areas for improvement.

Digital proficiency working with CRM systems (Salesforce, HubSpot, Zendesk), analytics, and automation tools.
Customer service skills communication, empathy, and a proactive approach.
Process thinking ability to analyze, systematize, and optimize processes.
Flexibility and adaptability ability to work in a dynamic environment.
Fluency in English, Russian, and Azerbaijani (for international collaboration).
3+ years in Customer Success, Customer Support, or Account Management in IT, SaaS, or B2B industries.
Experience in automating customer service, using CRM and Helpdesk systems.
Hands-on experience in onboarding and customer support process implementation.
Familiarity with customer experience metrics (NPS, CSAT, Retention, Churn).
Experience in SaaS, IT, or fintech.
Knowledge of customer analytics and reporting tools (Google Analytics, Power BI, Looker).
Experience in customer service automation (chatbots, Helpdesk, self-service platforms).
Project management skills (Trello, Asana, Jira).