Job Description
The Role:
JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
Customer Advocacy & Relationship Management
- Respond to every customer comment, message, and inquiry within 4 hours (target: 2 hours)
- Conduct 10-15 proactive customer check-ins weekly beyond reactive support
- Identify and execute 5+ surprise and delight moments weekly for strategic accounts
- Document customer wins, testimonials, and success stories in real-time
- Transform complaints into loyalty-building opportunities with over-delivery
- Create and maintain personalized touchpoint calendar for each customer segment
- Systematically convert advocacy-ready customers into referral sources
- Capture and organize customer feedback to inform product and service improvements
Analytics, KPIs & Optimization
- Monitor, track, and report on customer success KPIs:
- Response time and reso...