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Customer Success Specialist

2 to 4 Years

YourMembership Philippines

With Business Certificates
Established in 1998
51-200 Employees
7/F Cebu IT Tower 1, Cebu Business Park, Luz, Cebu City, Cebu
Posted On: September 14, 2021
Job ID: 386970

Details

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,200+ employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that’s a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we’re looking for great employees to join us!
 
Our Association Management Software (AMS) by Community Brands are designed to help teams efficiently manage membership activities, strengthen engagement with members and uncover data insights that improve decision-making and ultimately drive growth. Our AMS solutions are backed by a team with extensive membership expertise and industry experience, and an ecosystem of partners with pre-built integrations that extend and enhance our AMS products.
 
As part of our continuous growth, we are seeking for a CUSTOMER SUCCESS SPECIALIST to join our power team!
 
DUTIES AND RESPONSIBILITIES
  • Manage customer interactions across resolutions, upsell, billing and other topics
  • Proactively manage a portfolio of customers by helping them meet/exceed/grow goals business goals while maintaining on-time subscription renewals
  • Understand customers’ needs and priorities to ensure adoption and maximum optimization of the Yourmembership platform
  • Be the voice of the customer. Advocate to improve product and processes to increase customer engagement and retention
  • Achieve/exceed target KPIs including but not limited to: On-time Subscription renewals increased credit card processing and customer platform usage and maintain positive NPS/CSAT
  • Serve as the subject matter expert (SME) within your customer industry vertical by providing a proactive strategy based on customer needs to maximize proceeds and ensure year-round usage
  • Build relationships with assigned customers and act as the voice of the customer internally while exhibiting and demonstrating company vision and values
  • Consult and guide customers through a seamless onboarding and adoption process
  • Capturing customer feedback and reporting requests to Product Management and Development
  • Analyze, and present reports to management and internal teams regarding the overall health of your book of business
  • Conduct ongoing health checks with customers to measure adoption, usage and success
  • Record and manage all client communication in CRM
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
  • Make proactive recommendations to the customer success leadership team to continually improve the quality, effectiveness, and efficiency of our processes
  • Manage customer expectations by establishing a clear line of communication and anticipating potential roadblocks
  • Triage and resolve customer escalations
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
  • College Degree preferred or has completed 2 years in college
  • Require 2 or more years of relevant work experience
  • Experience working in customer service preferred
  • Possesses a moderate understanding of general aspects of the job
  • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
  • Demonstrate ability to learn and understand basic office software applications
  • Excellent verbal and written communication, organization and follow up skills
  • Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
  • Ability to work effectively within a fast-paced, deadline-driven environment
  • Strong problem solving and analytical skills with keen ability to deal with detailed, and sometimes ambiguous, information
Good People, Doing Good Things
 
Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And we look forward to you being part of our story!
 
At Community Brands, a great company awaits you...
  • Market-Competitive Compensation
  • Generous Allowances and Benefits
  • Quarterly Performance Bonus
  • Flexible Planned Paid Time Off
  • Annual Leave Credit Conversion
  • Medical Insurance
  • Dependents' HMO Coverage
  • Dental Coverage
  • Comprehensive Life Insurance
  • Casual Environment
  • Purpose Driven Culture
  • Work-life Balance
  • Passionate about Community Involvement
  • Equal Opportunity Employer
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