Project overview
We are looking for a Customer Success and Reputation Specialist to build and maintain relationships with our diverse group of customers focusing on engagement and reviews management. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences and products. YOU WILL: - Manage all Customer Support follow-up and upsell opportunities - Build and maintain valued relationships with customers (B2C, B2B, and Amazon) to ultimately drive reviews, before and after testimonials, referrals, and guide customers through the reviews process - Partner with the Customer Support team to drive outcomes and engagement - Measure results and provide analytic reports - Manage inbound and outbound inquiries from customers via phone and email - Communicate with customers to establish positive experience and resolve customer account inquiries - Meet key performance indicators as outlined by management - Meet expected quality and compliance standards REQUIREMENTS: - 3+ years’ experience in a Customer Success/Reputation Management role - Demonstrated skill in problem solving, negotiating and resolving conflicts - Commitment to providing best in class customer service - Prioritize multiple tasks to ensure successful completion of review posting - Ability to work in fast paced and changing environment - Passionate about driving customer sales with upsell and fostering meaningful client engagements