Provide support to the Customer Success team by assisting with onboarding, communications, process improvements, and maintaining customer information.
Summary Generated by Built In
Adventus is an Information and Communications Technology (ICT) Solutions and Services Provider with a wide footprint across the globe.
We help organizations bring about positive transformation to their businesses by leveraging intelligent applications of innovative solutions and pertinent services to remain winners in today's ultra competitive marketplace.
With our strong network of technology partners, excellent domain expertise and differentiated value proposition, we are able to go above and beyond for our customers, far exceeding expectations.
Responsibilities:
Provide comprehensive and anticipatory support to the Customer Success Business Unit, including the maintaining, and updating of customer related information between the team and internal business units.
Support the Customer Success onboarding process by tracking customer lifecycle activities (onboarding, training, reviews, renewals, escalations) to support the team.
Assist in sending proactive communications such as check-ins, surveys, reminders, and renewal information between the Customer Success team, and external and/or internal stakeholders.
Support cross-departmental collaboration, and document meetings for follow-up action items.
Track and follow up on customer open action items to ensure resolution in compliance with SLAs.
Assist the business unit in process improvements to streamline customer success workflows and enhance scalability.
Assist in maintaining standardised templates, playbooks, and process documents for the Customer Success team.
Assist in the creation and maintenance of knowledge bases or FAQ resources for customers and/or internal use.
Requirements:
Minimally a Diploma or Bachelor’s degree, with at least 1 year of relevant and proven experience.
Proven ability to manage multiple administrative requests, and meet deadlines showcasing strong administrative skills with high accuracy.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Experience in ServiceNow Customer Service Management (CSM) is a plus.
Excellent written and spoken command of the English language.
Clear and professional written and verbal communication skills.
Comfortable working independently and with cross-functional teams.
