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Relationship Manager, CX

🕒 yesterday
Customer Relationship ManagementB2B OutreachProblem-solvingCross-functional Collaboration

📜 Description

  • Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone.
  • Proactively identify at-risk customers and implement tailored save strategies.
  • Collaborate with Sales, Product, Engineering, and Operations to troubleshoot issues.
  • Translate customer feedback into actionable insights for product and process improvements.
  • Provide customers with training and resources to maximize platform use.
  • Use AI tools to enhance efficiency and deliver faster solutions.

🛠️ Requirements

  • 3+ years of experience in customer service or contact center environments, preferably in B2B SaaS.
  • 3+ years in a full-time customer support or customer care role, preferably managing customer relationships.
  • Composure under pressure to maintain customer satisfaction.
  • Strong analytical thinking and problem-solving skills.
  • Excellent communication skills with a customer-first mindset.
  • Tech proficiency with Google Workspace and support platforms.
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