Customer Support Associate

Customer Success Specialist

This role acts as the primary point of contact for the ECA's agents and connect customers with specific teams to address specific requests. As a Customer Support Assistant, you will work with customers directly to manage client relationships, opportunities or issues.

Objectives of this role
• Own the entire relationship with assigned clients, including training and performance management.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of the partnership.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data as directed.

Responsibilities
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among different team members to optimize the process.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in conversion scores to identify areas for improvement.
• Work with sales and marketing teams to boost agent referrals and develop case studies.

Required skills and qualifications:
• Two to five years of experience in Customer Success, Higher-Ed Counselling, Account Management or Sales in Higher-Ed.
• Strong skills in verbal and written communications, strategic planning, and knowledge about International Education.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Job Types: Full-time, Permanent, Fresher

Schedule:
• Day shift
• Fixed shift
• Morning shift

Education:
• Bachelor's (Required)

Experience:
• total work: 1 year (Required)

Language:
• English (Required)