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Job Summary
Mô tả công việc:
This position on the Customer Success Team works with customers and business partners across multiple business functions to help successfully setup and onboard customers onto their UPS Capital solution. This position is responsible for ensuring successful customer setup and onboarding, as well as providing subject matter expertise support throughout the initial stages of the customer journey. Additionally, this position serves as a single point of contact for all customer inquiries post-purchase to provide expedient resolution of customer inquiries, requests, and issues.
Responsibilities
- Supports successful and expedient activation and onboarding of customers (Direct, Channels & Platforms) to expedite transaction production, increase customer retention, and reduce churn
- Provides a seamless onboarding customer experience through the initial stages of the customer journey using a combination of interactive demonstrations, proactive customer outreach and follow up, and daily activity monitoring
- Trains customers on tools, systems, and solutions to ensure thorough customer understanding
- Nurtures customers through activation and proper solution usage and proactively resolve customer issues
- Audits customer milestones for accuracy and operational effectiveness, and provide expedient resolution of issues (milestones include solution go-live, first transaction, first bill, first claim)
- Troubleshoots technical issues in real-time (live) for customers' digital solutions and coordinate technical issue resolution with IT
- Balances multiple deployments and onboarding schedules to meet stakeholder goals and expectations
- Provides one centralized place for all customer support and inquiries, providing an easy and seamless customer support experience with one-call resolution (onboarding and technology integration, policy information & modifications, customer service and account information, billing, claims)
- Collect Voice of Customer feedback to help inform product and roadmap strategy and design
Qualifications
Requirements:
- Strong written and verbal communication skills
- Strong digital literacy and fluency in different technology solutions and systems
- Strong time management and organizational skills
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- Demonstrates a detailed understanding of supply chain concepts
- Demonstrates a basic understanding of risk management principles; identifies the risk factors that impact a client's insurance needs
- Demonstrates a general understanding of ways to identify and measure the current needs of the customer
- Demonstrates change agility and flexibility
Loại Nhân Viên
Lâu dài
UPS cam kết cung cấp một nơi làm việc không có tình trạng phân biệt đối xử, quấy rối và trả thù.
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