Customer Success Administrator
Job not on LinkedIn
November 7
📋 Description
• Provide comprehensive and anticipatory support to the Customer Success Business Unit, including the maintaining, and updating of customer related information between the team and internal business units. • Support the Customer Success onboarding process by tracking customer lifecycle activities (onboarding, training, reviews, renewals, escalations) to support the team. • Assist in sending proactive communications such as check-ins, surveys, reminders, and renewal information between the Customer Success team, and external and/or internal stakeholders. • Support cross-departmental collaboration, and document meetings for follow-up action items. • Track and follow up on customer open action items to ensure resolution in compliance with SLAs. • Assist the business unit in process improvements to streamline customer success workflows and enhance scalability. • Assist in maintaining standardised templates, playbooks, and process documents for the Customer Success team. • Assist in the creation and maintenance of knowledge bases or FAQ resources for customers and/or internal use.
🎯 Requirements
• Minimally a Diploma or Bachelor’s degree, with at least 1 year of relevant and proven experience. • Proven ability to manage multiple administrative requests, and meet deadlines showcasing strong administrative skills with high accuracy. • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). • Experience in ServiceNow Customer Service Management (CSM) is a plus. • Excellent written and spoken command of the English language. • Clear and professional written and verbal communication skills. • Comfortable working independently and with cross-functional teams.
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