Customer Success Representative - Cardio Partners - Remote

Sarnova•Boise, ID

5d•Remote

About The Position

As the Customer Success Representative, you’ll play a critical role in driving customer retention and revenue growth. This role blends consultative sales, customer support, and account management to ensure a successful customer experience. The Customer Success Representative will engage new customers to educate and encourage their interaction with their AED program. The representative will also be responsible for the renewal process and proactively engage customers over the course of their program to maximize retention rates. To ensure success as a Customer Success Representative, you should have excellent interpersonal skills, confidence, and the ability to manage multiple responsibilities. In this role for Sarnova, you are a brand ambassador delivering courtesy and a friendly, helpful demeanor in every interaction. You help deliver the right product, the right knowledge, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention, and advocacy. You are the frontline to our customers and the first representation of the quality we offer.

Requirements

High School Diploma or equivalent required
Minimum of 2 years’ experience in customer account support
Able to work in a fast-paced environment with changing client needs and demands
Knowledge of customer service software, reporting and CRM systems
Managing multiple client accounts and tasks requires strong organizational skills
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Strong computer skills; basic understanding of MS Outlook, Word and Excel
Decisive thinking and leadership abilities
Excellent interpersonal and client-relations skills
Negotiation, conflict resolution, and presentation skills
Dynamic and creative problem-solving abilities
A strong client-focused mindset
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment
Reach with hands and arms
Talk and hear
See and be able to read, write, and interpret text
Employee may use computer, phone, copier and other office equipment in the course of a day
Occasionally lift and move objects weighing up to 10 pounds
Employee may be required to travel for business purposes
Ability to secure confidential information
Perform all duties in a professional environment free of noise or anything that would create a negative customer experience
When working remotely, ability to secure confidential information
When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience

Nice To Haves

Bachelor’s Degree preferred
F&O experience a plus

Responsibilities

Connect with new and existing customers to encourage their engagement
Proactively contact clients before their subscription expiration to facilitate smooth renewals
Educate clients on the benefits of renewing, addressing any concerns to ensure retention
Identify clients at risk of non-renewal and implement strategies to re-engage them
Engage past-due clients to reinstate their subscriptions or confirm cancellation decisions
Clearly communicate the value of renewing, ensuring clients understand program benefits and compliance requirements
Follow up on complaints and queries on behalf of clients
Promote new services and products to clients
Report to senior management on the status of your accounts
Live the values of Sarnova
Additional job duties as assigned