Customer Success Specialist II bei Audit Delivery_Unit
Audit Delivery_Unit · Ann Arbor, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Ann Arbor
This role is focused on driving customer-centric improvements and optimizing service delivery within the Customer Success Team. Using data to understand customer behavior, the Specialist II, Customer Success will identify trends and improve customer satisfaction and retention by providing data-driven insights, creating reports, and collaborating with other departments such as Operations, Sales, and Marketing. It will also support strategic projects aimed at improving the customer experience by gathering and analyzing business requirements, identifying opportunities for improvement, and designing solutions that meet business needs.
Key responsibilities include data analysis, KPI tracking, reporting, and leveraging customer success platforms. Essential skills include strong data analysis capabilities, knowledge of key performance indicators (KPIs), and excellent communication and process design abilities.
Responsibilities
- Design Strategic Solutions
Assess Customer Success business requirements and develop software solutions; working collaboratively with business and IT stakeholders for effective, on-time execution. Examples include improving NPS Survey program, re-designing phone routing and auto attendant systems, implementing contact center software, etc.
- Data Analysis & Reporting
Support data driven decision making across the organization by gathering, reviewing, analyzing and reporting on customer success data including case management KPIs, NPS and customer inquiry trends. Develop and maintain Qualtrics and PowerBI dashboards.
- Process Improvement
Work with the Coordinator role to review existing processes, assessing opportunities for improvement. Implement process changes to positively impact customer success metrics.
- Other duties:
Provide operational support to the Customer Success Representative team as needed. Contribute to vendor renewal processes and explore relevant CS tools and platforms, working collaboratively with all relevant stakeholders
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Qualifications
- Education: Bachelor’s Degree in Business, Marketing, Communications or a related field
- Experience: 5-7+ years
- CRM Software: Historyof using CRM software to manage customer service tickets/phone inquiries; familiarity with customer contact center software
- Survey Software: Experience working with survey software (e.g. Qualtrics) including automated survey distributions, dashboard development, etc.
- Business Analysis: Ability to gather requirements, analyze processes, and translate business needs into technical solutions
- Data Analytics and Reporting: Proficiency in data analysis and the ability to create insightful reports and dashboards.
- Communication & Interpersonal Skills: Excellent written and verbal communication skills to effectively liaise with various stakeholders (IT, divisional team members, etc)
Additional Skills: Wish List
- Experience with development of client feedback survey programs (e.g. NPS/CSAT), including statistical analysis
- Familiarity with Salesforce, PowerBI
- Experience with CRM platform configuration (e.g. automations, workflows, etc)
About Company
Company
With a legacy spanning more than 80 years, NSF leverages science and innovation to improve human and planet health. We provide science-driven, independent testing, inspection, certification, and advisory services and develop the very standards that drive the food, water, and life sciences industries worldwide. We empower our clients to navigate shifting regulations to improve consumer health, safety, and quality of life.
One of our core values is We Are One NSF. This means that while we’re one team, we embrace the cultural, ethnic, language, and demographic diversity that reflects the societies in which we live and work.
Come join a team that makes a difference in the world. More information about NSF can be found at nsf.org.
NSF is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Notice to Agency and Search Firm Representatives: Please note that NSF is not accepting unsolicited resumes from agencies/search firms for this role. Resumes submitted to an NSF employee by a third-party agency without a valid written & signed search agreement between NSF and said third-party agency will become the sole property of NSF. No fee will be paid if a candidate is hired as a result of an unsolicited agency or search firm referral. Thank you.
