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Customer Success Specialist
Eversana
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Manage a portfolio of customer accounts, providing personalized attention and support to ensure customer satisfaction.
- Maintain a consolidated status tracker for each client, documenting implementation, support, and product interactions.
- Advocate for customer needs and priorities within the company, collaborating with internal teams to incorporate feedback into strategic decisions.
- Collate feedback from clients across various communication channels (tickets, emails, chats) to identify trends and areas for improvement.
- Schedule regular meetings with clients to gather feedback, address concerns, and plan proactive actions.
- Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of products or services.
- Gather feedback during the 30-60-90 days feedback loop to monitor client satisfaction and identify improvement opportunities.
- Develop and maintain strong relationships with clients, serving as their primary point of contact for inquiries and support needs.
- Proactively identify and address any issues or concerns that may impact customer satisfaction or retention.
- Track key performance metrics such as customer satisfaction scores and retention rates, providing regular reports to internal stakeholders.
- Develop tailored customer success plans for each account, outlining clear objectives and success criteria.
- Continuously seek feedback from customers to drive ongoing improvement and innovation in the customer experience.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- 5+ Years of industry experience in Pricing and Market Access
- Passionate about Pharma and Customer Satisfaction
- Technology/Equipment - Automation /Quality tools if any
- Experience of working with Microsoft Excel is a must.
- Experience in managing large amounts of data would be an added advantage.
- Experience in managing escalations Attention to detail.
- Excellent communication skills and the ability to translate between technical and non-technical audiences.
- Exposure to process improvement/quality control tools and methods
- This position requires strong communication skills, passion for Customer success and drive to run Customer satisfaction.
- Coordinate customer success activities, including gathering feedback through the 30-60-90 days model to assess customer satisfaction and identify areas for improvement.
- Liaise with internal teams to understand customer accolades, issues, and red flags, and collaborate on solutions to enhance the customer experience.
- Analyze data and metrics to derive actionable insights, driving strategies to increase customer engagement and satisfaction.
- Manage CSAT and NPS surveys, leveraging feedback to inform decision-making and continuous improvement efforts.
- Proactively follow up with clients to address concerns, understand business opportunities, and propose innovative ideas to drive mutual success.
- Collate reports and maintain trackers to monitor key performance indicators and track progress against customer success goals.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned.
Employment Type: Full Time, Permanent
Functional Areas: Other
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Flexible timing
Monday to Friday
No travel
Day Shift
Eversana Benefits
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