Customer Success Associate - Ghc5000

KEY RESPONSIBILITIES

Client Onboarding Support

Assist new clients through the onboarding process, providing guidance on timelines, protocols, and next steps.
Prepare onboarding materials and resources, ensuring clients have everything needed to get started successfully.
Respond to initial client inquiries, clarifying expectations and resolving any early-stage concerns.

Post-Placement Follow-Up

Conduct regular check-ins with clients post-placement to assess satisfaction and gather feedback.
Address any concerns regarding candidate performance or fit, escalating issues to the Customer Success Partner as needed.
Coordinate with candidates and clients to resolve onboarding issues and ensure a smooth transition.

Client Feedback Collection

Send and analyze client satisfaction surveys, summarizing insights to share with the Customer Success Partner.
Gather informal feedback through regular client interactions, noting any requests for service improvements.
Track and document client engagement to identify trends and proactively improve service quality.

Client Data Management in CRM

Accurately document all client interactions, inquiries, and feedback within the CRM to ensure a comprehensive record of client satisfaction and service history.
Regularly update client profiles and engagement details to support effective client relationship management.

Issue Resolution and Escalation

Act as the first point of contact for client issues, resolving minor concerns directly and escalating more complex issues to the Customer Success Partner as needed.
Track and follow up on escalated issues to ensure they are addressed promptly and to the client’s satisfaction.

Client Feedback Analysis

Collect, organize, and analyze client feedback from post-placement surveys, check-ins, and other interactions to identify recurring themes and improvement areas.
Provide the Customer Success Partner with insights based on feedback to drive client retention and improve service offerings.

Client Retention and Loyalty Initiatives

Assist in developing and executing client retention programs, such as loyalty rewards, exclusive events, or regular informational updates.
Proactively engage clients through personalized check-ins and value-added services to increase loyalty and encourage repeat business.

Documentation and Resource Creation

Develop client-facing resources, such as FAQs, onboarding checklists, and best practices guides, to enhance the client experience and support their understanding of Stellar Hunters’ services.
Work with the Customer Success Partner to create educational materials that address common client questions and improve service efficiency.

Client Satisfaction Metrics Tracking

Monitor client satisfaction metrics (e.g., Net Promoter Score, retention rate) and document findings for internal reports and improvement planning.
Use data to assess the effectiveness of client engagement strategies and recommend adjustments to improve satisfaction scores.

Churn Risk Assessment and Prevention

Work with the Customer Success Partner to identify clients who may be at risk of non-renewal and implement proactive measures to address concerns.
Reach out to at-risk clients with personalized check-ins, addressing issues early and offering solutions to improve their satisfaction.
Document common reasons for client dissatisfaction and suggest strategies to the Customer Success team to reduce churn rates.

Upsell & Cross-Sell Identification

Identify opportunities to introduce additional services to clients, based on an understanding of their current needs and service utilization.
Work with the Customer Success Partner to communicate the benefits of supplementary services and coordinate introductions to other teams as needed.
Track and document upsell and cross-sell interactions, contributing to the company’s growth and client value expansion goals.

Client Satisfaction Surveys and Feedback Loops

Develop, distribute, and collect client satisfaction surveys after key milestones, such as post-placement or contract renewal, to gauge feedback on specific services.
Analyze survey responses and provide insights to the Customer Success Partner, identifying patterns in client feedback that may inform service improvements.
Assist in closing feedback loops by following up on survey responses and sharing improvements made in response to client feedback.

Service Level Agreement (SLA) Compliance Monitoring

Monitor service delivery against client-specific SLAs, ensuring all commitments and timelines are met according to agreed standards.
Report any deviations from SLA terms to the Customer Success Partner and assist in implementing corrective actions where necessary.
Document SLA compliance and performance metrics to support regular client review meetings.

Internal Collaboration for Client-Centric Solutions

Work closely with Talent Acquisition and Business Development teams to address any client-specific needs or custom requests.
Participate in cross-functional meetings to share insights from client interactions, helping refine service delivery based on real-world client experiences.
Ensure alignment on client goals and expectations across departments, reinforcing Stellar Hunters’ client-centric approach to recruitment and success.

Coordination with Accounting for Billing Processes

Collaborate with the Accounting team to ensure accurate and timely invoicing for completed placements, providing necessary documentation and candidate details as required.
Monitor recruitment milestones, such as candidate acceptance and onboarding, and communicate these updates to Accounting to initiate the billing process.
Act as a liaison between the client and accounting team to address any billing-related inquiries or discrepancies related to recruitment services, ensuring smooth and efficient financial transactions.

COMPETENCIES

Customer Relationship Management (CRM) Tools Proficiency in CRM software (e.g., Salesforce, HubSpot) to manage client interactions, track satisfaction levels, and maintain organized client records.

Experience using CRM data to generate reports on client satisfaction, engagement, and retention trends.

Data Analysis & Reporting Ability to analyze customer satisfaction data, survey results, and service metrics to identify trends and opportunities for improvement.

Skilled in creating reports that provide insights on client engagement, feedback, and service quality, helping guide strategic improvements.

Client Feedback & Survey Tools Proficiency with feedback and survey tools (e.g., SurveyMonkey, Qualtrics) to gather and assess client and candidate feedback post-placement.

Experience in designing and distributing surveys, as well as interpreting responses to identify actionable insights for service improvements.

Conflict Resolution Techniques Expertise in conflict resolution strategies and techniques to handle escalated issues, mediate between clients and internal teams, and ensure satisfactory outcomes.

Knowledge of de-escalation methods to manage challenging client interactions calmly and professionally.

QUALIFICATIONS

4+ years of experience in customer success, account management, or client relationship management, preferably within a recruitment, HR, or professional services environment.
English (Advanced Proficiency)
Arabic (Preferred)