AlamatAre you a passionate advocate for creating positive change? Do you excel at delivering exceptional client experiences? Chronicle, a global leader in digitizing cemetery maps and databases, seeks a Customer Success Specialist to join our dynamic team in beautiful Bali.
Who are we?
At Chronicle, we believe in the power of connection and accessibility to honor history. Our innovative digital platform revolutionizes cemetery record management, empowering administrators and communities alike. We are dedicated to fostering an environment where diversity thrives, ensuring everyone's story is preserved and celebrated.
Responsibilities include and are not limited to
- Provide exemplary customer support, promptly addressing inquiries via phone, email, and online chat with a focus on customer needs
- Streamline client onboarding processes, collaborating seamlessly with sales and customer support teams to ensure a smooth transition.
- Stay up-to-date on product developments and conduct comprehensive training sessions, empowering clients to navigate our platform with ease
- Be the voice of the customer, provide valuable internal feedback, and track progress toward optimal satisfaction
- Monitor customer satisfaction levels, identify areas for improvement, and take necessary actions to enhance overall customer experience.
- Working closely with customers to minimize churn and increase retention rates.
- Track and analyze key performance metrics, such as customer satisfaction scores, usage patterns, and renewal rates, to measure the success and health of customer accounts.
- Manage contractor relationships for new projects, including aerial and ground surveys
- Assist in project delivery, including collecting information from new customers (via phone calls and email), and liaising with internal departments such as clarifying project details for our GIS team
- Ensure effective internal project documentation and task management
- Resolve customer queries, troubleshoot technical issues, and provide prompt and effective support through various channels, such as email, phone, or live chat.
- Actively collect customer software feedback regarding their needs, challenges, and suggestions for product enhancements. Consolidating this feedback and reporting to the product team for continuous improvement.
- Identify opportunities to upsell or cross-sell additional products or services to existing customers based on their needs and goals.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to drive Customer Success initiatives and advocate for customer needs.
