SmartKarrot

JUNE 23, 2023

Manage user training, end-user onboarding, and post-live support to make sure everyone is utilising Searchspring to its greatest potential. Work together with the technical support and implementations team to configure our implementation in accordance with customer needs and resolve any problems that customers may be experiencing.

Consulting 19

Consulting Consulting Technical Support Self service 19

Global Response

FEBRUARY 13, 2022

As the customer journey is no longer as streamlined and siloed as it once was—and continues to evolve—the BPO contact center manages all kinds of customer communications, from answering calls and emails, to resolving concerns via web chat or text, and even handling social media accounts and messages. What does a BPO call center do?

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

NobelBiz

JULY 18, 2023

Each agent has unique abilities – some may be experts in technical support, some may be multilingual, while others may have in-depth product knowledge. Brad Butler, Contact Center Software Consultant @NobelBiz Defining Routing Rules – Algorithms Next comes defining the routing rules.

Management 52

Management First call resolution Contact center software Call Center 52

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Proactive stewardship of all customer service/success-related metrics such as case volume, case resolution, and response time. Ensure retention of key clients and growth of their accounts.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Manage a large book of business and be accountable for high renewal rates.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

SEPTEMBER 23, 2022

Improve the processes to coordinate with technical support and services team to drive overall customer health. Set account growth goals and drive results. Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Apply here: [link].

Technical Support 15

Technical Support Education Customer retention Accountability 15

SmartKarrot

NOVEMBER 18, 2021

Drive strong internal collaboration with the Account Management, Product, Services, and Support teams, as the quarterback of the customer experience and solution adoption. Oversee first-tier and escalated support processes. Define and track critical customer success metrics and KPI’s. Apply here: [link].

Technical Support 19

Technical Support Best practices Metrics Feedback 19

SmartKarrot

APRIL 28, 2022

Become the primary point of contact for executives and decision-makers of customer accounts. Build and maintain high-quality, long-lasting, relationships with the executives of customer accounts. Work with the technical account team as needed for customer success. Deliver on key success metrics such as NPS and CSAT.

Customer advocacy 19

Customer advocacy Technical Support Accountability Engineering 19

SmartKarrot

APRIL 22, 2022

Role: Client Success Director – Public Sector Location: Owings Mills, MD, US Organization: CareFirst BlueCross BlueShield As a Client Success Director, you will manage and develop a set of assigned accounts to increase productivity and sales of company products.

Technical Support 19

Technical Support Upselling Coaching Accountability 19

NobelBiz

MAY 16, 2023

24/7 Support and Reliability : Reliable customer service and technical support from your hosted contact center provider are vital to ensure smooth operations and minimize downtime. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SmartKarrot

FEBRUARY 4, 2021

Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Deliver Quarterly Reviews, Product Updates, Check-in, etc.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

SmartKarrot

JULY 14, 2021

Monitor team performance on key metrics and employee satisfaction. Manage a portfolio of accounts toward optimal coverage targets including a personal portfolio. Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

NobelBiz

MAY 16, 2023

24/7 Support and Reliability : Reliable customer service and technical support from your hosted contact center provider are vital to ensure smooth operations and minimize downtime. By setting high standards and holding agents accountable, companies can build trust and credibility with their customers.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

MARCH 2, 2021

Work closely with the COO to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., This role is focused on customer success management and is not a technical support-related role. Monitor Customer usage, adoption, and health metrics. opportunities and risks).

Consulting 10

Consulting Consulting Technical Support Best practices 10

SmartKarrot

JANUARY 4, 2021

Role: Vice President, Customer Success Location: San Francisco Bay Area, US Organization: BrightEdge As a Vice President, Customer Success, you will consult on strategic initiatives and opportunities to drive innovation and value for customers. Client support and issue resolution. Onboard and train new customers on the solution.

Technical Support 10

Technical Support Education Accountability Upselling 10

SmartKarrot

MARCH 17, 2021

Provide top-tier technical customer support for the most complex technical problems. Ensure the quality of internal software systems related to Technical Support, Training, Services and recommend changes as needed. Identify opportunities for account growth within your managed accounts.

Technical Support 10

Technical Support Accountability SaaS Best practices 10

SmartKarrot

MARCH 8, 2022

With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

DECEMBER 3, 2020

Apply here: [link] Role: VP, Customer Success, Enterprise Location: Remote, San Francisco Bay Area Organization: ON24 As a VP, Customer Success – Enterprise, you will manage and provide escalation and support for Directors and CSMs in your group. Provide technical support through phone calls, email tickets, and online chat.

Enterprise 10

Enterprise Technical Support Accountability Coaching 10

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS). Ensuring fantastic relationships across your nominated customer accounts.

Technical Support 3

Technical Support Accountability Metrics Sales 3

OctopusTech

MARCH 11, 2022

A call center is a connecting link between consumers and suppliers who provide goods and services as they gather information, consult with consumers, and execute their orders. The inbound customer support team will operate for a complete 24*7 and 365 days and solve all the queries of customers and offer them a great shopping experience.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Global Response

FEBRUARY 13, 2022

When you take into account that in 2020 around 60% of consumers stated that they contacted customer service within a month of their purchase, it’s apparent that the traditional call center isn’t going anywhere. Provides consistent customer support and branded messaging. Not sure which metrics you should be tracking?

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. A – Attainable. R – Relevant.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

MARCH 19, 2014

In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Account priority & levels segmentation. Priority and Red Account management. Account Portfolio Assignment Model.

SaaS 54

SaaS Metrics Accountability Technical Support 54

NobelBiz

MARCH 23, 2022

In other words, it makes it possible to calculate the return on investment by taking into account the money invested, and the money earned or lost. There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Taylor Reach Group

MARCH 19, 2018

Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. A third factor or metric is often added to Service Level: that is Abandoned Calls. Service Level. It is presented by two numbers such as “70 – 30”. Once again, this is appropriate.

Service level 92

Service level Abandon Call Wait times Call Center 92

ClearAction

DECEMBER 28, 2017

Examples I’ve heard recently include: “You’ll have to log-in to our other site” or “That mobile app isn’t available for the type of account you have” or “That went to the fax machine at our national site” Is it possible to prevent most of these customer experience hassles?

Customer Experience 59

Customer Experience CRM Technology Technical Support 59

JustCall

APRIL 5, 2022

If you do some research and have patience, you can bag a VoIP account for free. Yes, these types of accounts are not that easy to utilize as compared to the paid services offered by VoIP service providers. Still, it is possible to set up a free VoIP account just by yourself. VoIP operates on the Internet. Look at their security.

voip 40

voip Interactive Voice Response Analytics Sales 40

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Faster, personalized customer support. We have also seen an uplift in almost all of our success metrics along the customer journey.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

JivoChat

OCTOBER 3, 2021

Besides, it gives you analytical features to check metrics such as bounce, open, and click-through rates. The stats are also available to consult at AWeber mobile app. . To help you manage your marketing actions, you can integrate your account with other apps, such as Gravity Forms and Squarespace. Highlighted features: .

Marketing 52

Marketing Analytics Benchmark Engineering 52

JustCall

MARCH 23, 2023

For instance, your IVR prompt may read out: “ Press 1 to speak with a Support Agent; Press 2 to speak with a Sales Agent; Press 3 to get in touch with the Accounts Department. Faulty Call Containment IVR call containment is a metric that is used for the calculation of the effectiveness of an IVR system.

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52