Customer Success Executive

As a customer success executive, you will be the customers' first point of contact for complaints, questions, requests, feedback, or any other needs. You are charged with managing relationships between clients and the company. As the first person to interact with our customers, you are expected to employ a high level of professionalism in their conversations, apply a thorough knowledge of their company's products and services, and respond quickly to requests and queries. When contacted for a complaint, you are expected to "own the problem" - that is, take responsibility for responding to the issue, researching the problem, and resolving it internally as quickly as possible to maintain the highest level of customer satisfaction. Other responsibilities include keeping customer records and account information up to date and assisting in the onboarding process.

ROLES & RESPONSIBILITIES

• Be a part of one of the best customer success teams. You will assist other team members in following up with clients who have opened an account with Vested. 
• This will involve communicating in writing as well as verbally via live chat support, emails, and inbound helpline calls. 
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the wider team. 
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. 
• Uphold Vested’s highest standards of service while serving as the main point of contact for our clients, resolving inquiries and responding with empathy to concerns to build lasting relationships. 

CORE QUALITIES ‌

• You are a self-starter that can manage a variety of projects simultaneously.
• You love fine-tuning processes, can multitask, and easily absorb a great deal of new information quickly. 
• You have an excellent command of the English language and can communicate clearly and effectively while acting with a deep sense of empathy. ‌

QUALIFICATIONS AND SKILLS

• Bachelor’s degree or equivalent experience ‌
• 1-2 years experience in a customer service role ‌will be preferred. 
• Excellent attention to detail, with a professional, enthusiastic, and warm phone presence 
• Experience with consultative sales in a high-touch customer service environment is preferred but not required.
• Proactive capability at owning and deepening client relationships