Associate Customer Success Manager

As a Customer Success Specialist, I excelled in providing exceptional support via live chat, email, and CRM platforms. My role focused on enhancing customer satisfaction and retention through effective issue resolution, detailed product guidance, and strategic collaboration with cross-functional teams.

Key Responsibilities:

Live Chat Management: Promptly and effectively managed and responded to customer inquiries via live chat, ensuring quick and satisfactory resolutions.

CRM Proficiency (Zendesk): Utilized Zendesk to track, prioritize, and resolve customer issues, maintaining accurate records and streamlining the support process.

Pre-Sales and Post-Sales Support: Provided comprehensive pre-sales and post-sales support to ensure customer satisfaction and drive retention, addressing inquiries and guiding clients through the sales cycle.

Follow-Up Coordination: Conducted follow-ups to ensure customer issues were fully resolved, fostering a positive customer experience and achieving high satisfaction rates.

Ticket Management (ClickUp): Managed and organized customer support tickets using ClickUp, prioritizing and assigning tickets based on urgency and complexity to ensure timely resolution.

SLA Compliance: Monitored ticket status and ensured that all customer inquiries were addressed within Service Level Agreement (SLA) guidelines, maintaining service excellence.

Customer Retention Strategies: Developed and implemented strategies aimed at enhancing customer retention and reducing churn, utilizing feedback and insights to improve the customer journey.

Cross-functional collaboration: Collaborated closely with sales and marketing teams to deliver a seamless customer experience, aligning support efforts with broader business goals.

Issue Escalation and Troubleshooting: Troubleshot and resolved customer issues, providing detailed explanations and walkthroughs, and escalating complex cases to appropriate teams when necessary.

Product Feedback and Improvement: Identified recurring customer issues and collaborated with product teams to implement long-term solutions, improving overall product functionality.

Tailored Customer Solutions: Gained a deep understanding of customer needs and tailored solutions to meet specific requirements, enhancing the relevance and effectiveness of support provided.

Team Coordination and Leadership: Worked closely with sales, marketing, and product teams to ensure customer success, fostering a collaborative environment that drove operational excellence.

In this role, I played a pivotal part in ensuring a positive and effective customer experience, leveraging my expertise in CRM management, live chat support, and cross-functional collaboration to drive satisfaction and long-term customer loyalty.