Cusomer Success Executive

We are looking to hire a Customer Sucess Executive for our organization. Please find the detailed job description below:

Create reports, monitor KPIs and discuss with clients when needed.

Handling specific client tasks:

• Assist with onboarding new workflows and general issues
• Maintenance of specification documents
• Update pricing if needed in the system and inform the client
• Monitoring order production status and ensuring delivery within the deadline
• Reviewing client rejection orders for quality issues when SLA is not met
• Transfer orders between production teams when requested by Traffic team
• Random Quality control or upon request from the Production Teams.
• Answer questions from production teams at both BRBD/Unigate, escalate to Customer Success when issues cannot be resolved

Ownership of:

• Quality issues
• Rework/ Rejections KPI
• On-time Delivery KPI
• Discuss weekly progress and KPIs with clients

Identify and report quality issues to Quality Team and Customer Success via JIRA

Support Customer Success with technical issues from the client-side or report to Business Technology via Jira if it can not be resolved

Communicate with Enterprise clients about current workflows and issues on a daily basis if needed

Assist with quality control while quality cases are active

Inform traffic about the forecast and make sure the deadlines are met