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Customer Success Administrator

Full Time Employee

Job Summary

Delivering positive customer experience and supporting retention efforts

Job Description

The Customer Success Administrator will support the Scale Customer Success team by managing administrative tasks, handling Tier 1 customer inquiries, and ensuring accurate account maintenance. This role is critical for delivering positive customer experience and supporting retention efforts
Responsibilities:
  • Manage Tier 1 inquiries via the Customer Success Queue, including reviewing new cases, researching accounts, and resolving or routing issues appropriately.
  • Process general requests such as client outreach, CRM updates, auditing data, handling terminations, and maintaining account records.
  • Update client records in CRM systems based on recent communications and ensure data accuracy.
  • Assist with risk mitigation by auditing accounts and following up with customers or internal teams as needed.
  • Collaborate internally with Renewals, Billing, Support, and other departments to ensure customer needs are met, and issues are resolved efficiently.
  • Escalate cases appropriately to the assigned Customer Success Manager and / or Leadership when higher-level intervention is required.
  • Communicate with customers confidently and professionally, including initiating calls or emails to clarify information, reset account contacts, or gather feedback.
  • Develop a working knowledge of Ncontracts’ SaaS solutions and services to provide accurate Tier 1 support.
  • Gain a general understanding of our customers’ business needs and desired outcomes.
  • Perform other administrative and support duties as assigned
  
  • Qualifications:
    2+ years of experience in Customer Success, Operations, Account Management, or a similar client-facing support role.
  • Experience managing a high volume of cases or accounts.
  • Strong organizational skills and ability to follow Standard Operating Procedures.
  • Comfortable communicating with customers via email and phone.
  • Ability to prioritize tasks and manage multiple competing demands effectively
  
Additional Information:
  • Homebased
  • M to F, 10pm to 7am PH Time

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