Customer Success Agent

About goUrban

Role Overview

Key Responsibilities

• Guide new customers through the initial setup and configuration of the software.
• Conduct training sessions and webinars to educate users on key features and functionalities.
• Your goal will be to keep the onboarding time as efficient as possible and help achieve the best possible results when launching the sharing service with our software.

Product Adoption

• Act as a point of contact for advanced product questions for our account managers and customer support team.
• Solve issues via email, phone, or chat promptly and effectively.
• Work closely with account managers and customer support to troubleshoot product usage problems and provide solutions
• Your goal will be to keep the customer satisfaction high.

Product Advocacy

• Analyze customer usage data to identify trends, potential issues, and opportunities for improvement.
• Monitor customer health scores to identify at-risk customers.
• Understand the factors that increase the NPS score and nurture them.

Customer Training and Education

• Provide ongoing education and resources to help customers maximize the value they get from the product.
• Organize workshops, webinars, and create educational content such as guides and FAQs.
• Make sure people are using the features properly and have implemented our software well into their day-to-day operational processes.

REQUIREMENTS

Skills:

• Excellent verbal and written communication skills in English.
• Strong analytical and problem-solving abilities.
• Proficiency with data analysis and reporting tools.
• Attributes: Empathy to understand customers and gather information internally, strong organizational skills, and the ability to thrive in a fast-paced environment.

Why Join Us?