Job Description
Job Description
- Customer Engagement & Support
- Manage customer interactions through a pooled model, responding to triggers and alerts (e.g., usage drop, health score decline).
- Investigate root causes of customer health issues and implement corrective actions.
- Conduct 1: Many product training sessions and webinars to drive adoption.
- Journey Management
- Execute tasks across the customer lifecycle: onboarding, adoption, pre-renewal, and post-renewal.
- Monitor and act on triggers from platforms like ChurnZero, ServiceCloud, and Dialpad (e.g., activation CTAs, health score changes, NPS follow-ups).
- Curate and share content, newsletters, and product updates to enhance engagement.
- Data Analysis & Reporting
- Perform account insight analysis to identify pain points and recommend improvements.
- Track and report on KPIs such as Gross Revenue Retention (GRR)...
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