Cusomer Success Executive

Create reports, monitor KPIs and discuss them 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 cannot be resolved

• Communicate with Enterprise clients about current workflows and issues daily if needed

• Assist with quality control while quality cases are active

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

Bachelor Degree or equivalent work experience

• Experience in B2B supplier-client communication
• Fluent in English
• Experience with Office365 and Google Apps
• Experience with CMS, ERP, cloud applications and business systems