Customer Success Representative

Recruiter
GardX AD Vantage
Location
Southbourne
Salary
£15,000 - £19,999
Posted
12 Nov 2019
Closes
12 Dec 2019
Ref
1329684316
Category
Retail and Sales
Contract Type
Permanent
Hours
Full Time
Job Overview

As a Customer Success Representative, you are the main point of contact for a portfolio of clients and will be responsible for building relationships with each account. You will be advising clients on how best to utilize our suite of digital products and trying to increase total adoption levels.

In the Customer Success role, you are also responsible for retention and product growth within your set portfolio of clients and will be able to utilize a strong understanding GardX AD-Vantage's suite of products and industry knowledge to ensure maximum customer value and satisfaction.

The ideal candidate will have experience in the following core areas: Customer Service, Technical Support and Training.

Initiatives
  • Act as a technical resource for the client to facilitate internal issue resolution.
  • Assist with deliverables and ongoing projects and initiatives
  • Act as a contact for members of the Sales Team, provide information on individual customer success and areas for improvement and assist with successful implementation of objectives
  • Use strong technical and business development skills to increase client's utilization of current products/technology as well as sales of new technologies as they are released
  • Deliver remote or practical training as necessary
  • Assist their Manager and the Sales Team with correspondence, reports, procedures, directives and training materials
  • Help to identify and organize program opportunities
  • Responsible for some dealership level projects

Responsibilities
  • Proactively contact clients to offer advice on technical implementations that will improve the performance of their digital marketing suite
  • Review client reporting and provide advertising analysis on a monthly basis.
  • Conduct quarterly reviews with clients to ensure negative patterns are identified and positive trends are communicated
  • Customer Support
  • Consult with clients on best practices relating to their digital marketing strategy as well as the best usage of the AD-Vantage digital platforms
  • Collaborate with the Sales Team on new opportunities, upsells, re-contracting, and repackaging opportunities
  • Share latest relevant industry information and best practices with contacts

Skills and Experience
  • Two years of experience in Account Management or relevant experience
  • Excellent written and verbal communication skills
  • Employee must show excellent competency with computer applications and programs.
  • Must be able to handle difficult clients with confidence and able to achieve desired results independently
  • Self-directed, driven, and enthusiastic
  • Strong troubleshooting skills
  • Delegate tasks to appropriate departments and be sure that fixes are implemented globally
  • Monitor sites on a weekly basis for any errors to ensure optimal site performance

Maintain a thorough understanding of account structure and special preferences

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