Mid sized business
1 to 50 Employees
HC24 Live Smarter
HC24 Live Smarter is an automation company specializing in the integration of Control Alarm, Cameras, Lights, Door Locks, Blinds & Audio through a single mobile app and Alexa Voice control. Our product is designed to cater to your unique lifestyle, allowing you to personalize your system according to your preferences. From establishing routine schedules to creating custom scenes and receiving system notifications, you have the flexibility to tailor your system exactly the way you desire.
Title: Customer Success Officer
Key Principal Responsibility.
- Drive Customer Success Outcomes
- Develop engagement strategies with customers to establish a professional relationship by providing operational and product expertise, customer service.
- Lead customer success engagements with key operational personnel via on-site visits.
- Generate user documentation to ensure the delivery of successful solutions to clients concerns and opportunities.
- Work with the sales and marketing team, product development and technology teams to ensure day-to-day service is effectively meeting client needs and value is being delivered to the client.
- Develop and execute service plans that target customers’ key strategic business initiatives and pain points.
- Proactively monitor renewal risk factors such as product usage, customer satisfaction and other activities to proactively engage clients in increasing usage ofour products and services.
- Responsible for Customer Service Delivery – increasing the overall level of satisfaction, perceived value, and engagement with the business.
- Survey development and tracking of customer satisfaction – loyalty and retention surveys and tracking
- Identify actionable insights to improve client results and team strategy which lead to upsell opportunities through the knowledge of the client’s need/requirements.
- Actively assist the leadership team and marketing team in identifying leads and managing the opportunity pipeline.
- Responsible for product launch and activation.
PRODUCT GROWTH AND STRATEGY.
- Recommend product or service enhancements to leadership team based on interaction and feedback from customers/clients.
- Work strategically with commercial team to drive continuous improvements in the business and platform.
- Conduct presentations to demonstrate to potential clients the benefits of HC24 products and services.
- Determine new ways to make products appealing by observing the environment and current trends.
- Establish and nurture relationships with past customers and potential customers to facilitate sales
- Find potential customers through networking, cold calling and industry research to increase sales.
- Use data to help customers understand how products can help them achieve their goals.
CUSTOMER EXPERIENCE MANAGEMENT
- Tracking customer experiences across online and offline channels.
- Collaborating with other teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Perform product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Developing feedback surveys.
- Scheduling in-person and online meetings with customers
- Thinking of ways to show appreciation to loyal clients
- And other methods to improve and maintain the overall brand experience
- Champion opportunities to consistently Improve the HC24 customer service experience
- Establish and maintain healthy, long-term relationships with clients to generate repeat business and referral
- Discover customers’ needs and offer solutions to them through the company’s services or products
Deadline: Not specified
How to Apply: Interested and qualified candidates should Click Here to apply.