Customer Success Outreach Associate

Lone Wolf Technologies; Cambridge; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company in the tech industry is seeking a Customer Success Outreach Associate to nurture customer relationships and enhance satisfaction with their services. Your role will involve proactive communication, resolving issues, and collaborating with internal teams to optimize the customer experience, making it a perfect fit for someone with a background in business or communications looking to make an impact in customer success.

Qualifications

• Bachelor’s degree in business administration, marketing, communications, or related field.
• Strong communication skills, both verbal and written.
• Previous negotiation and objection handling experience.

Responsibilities

• Initiate proactive outreach to customers via email and phone.
• Identify and address customer concerns promptly.
• Work with sales and marketing for upselling opportunities.

Skills

Communication

Negotiation

Problem-solving

Interpersonal skills

Education

Bachelor’s degree in business administration, marketing, communications, or related field

Tools

Customer relationship management (CRM) software

Job description

As a Customer Success Outreach Associate, you will play a crucial role in fostering positive relationships with our customers and ensuring their satisfaction with our products or services. You will be responsible for reaching out to customers, understanding their needs, addressing any concerns they may have, and providing assistance to maximize their experience.

RESPONSIBILITIES:

• Customer Engagement:
• Initiate proactive outreach to customers via email, phone calls, and other communication channels.
• Build rapport with customers to understand their requirements and challenges.
• Provide product or service demonstrations and answer inquiries effectively.
• Negotiate migration and upgrade contract and transition customer to implementation team

• Issue Resolution:
• Identify and address customer concerns or issues promptly.
• Collaborate with internal teams to resolve customer queries or escalate issues when necessary.
• Ensure timely and satisfactory resolution of customer problems.

• Customer Success Advocacy:
• Work closely with sales and marketing teams to identify opportunities for upselling or cross-selling based on customer requirements.
• Contribute to the development of customer success strategies and initiatives.

REQUIREMENTS:

• Bachelor’s degree in business administration, marketing, communications, or related field.
• Strong communication skills, both verbal and written.
• Previous negotiation and objection handling experience
• Excellent interpersonal skills with the ability to build relationships and trust with customers.
• Problem-solving abilities and a proactive approach to customer issues.
• Ability to work collaboratively in a team environment.
• Familiarity with customer relationship management (CRM) software is a plus.
• Prior experience in customer service, sales, or a related field is advantageous but not required.