Customer Success Specialist

Job summary:

We are looking for a dedicated Customer Success Specialist to ensure our customers achieve their goals with our services. This role involves managing relationships, addressing customer needs, and working proactively to reduce churn while enhancing satisfaction and loyalty. The ideal candidate will be customer-focused, results-driven, and skilled at fostering positive customer interactions. Fluency in Azerbaijani and English is essential for success in this position.

• Build and maintain strong relationships with customers to ensure satisfaction and long-term engagement.
• Act as the main point of contact for customer inquiries, providing timely and effective solutions by using feedbacks from customers in different channels.
• Monitor customer usage and engagement to identify potential risks and opportunities for growth.
• Collect and analyze customer feedback to inform product and service improvements.
• Collaborate with internal teams to resolve issues and improve the overall customer experience.
• Organize and participate in training sessions or workshops to educate customers about new features or services.
• Keep up-to-date with industry trends and best practices in customer success.

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2+ years of experience in customer success, account management, or a similar role, preferably in telecommunications.
• Strong customer-centric mindset with excellent communication and interpersonal skills.
• Ability to handle customer escalations and resolve issues efficiently.
• Experience using CRM tools and customer success platforms.
• Analytical skills to track and interpret customer success metrics.
• Proficiency in data analysis and experience with customer feedback tools (e.g., NPS, CSAT).
• Team-oriented attitude with the ability to work collaboratively across departments.
• Excellent organizational skills with the ability to manage multiple priorities.
• Proactive approach to understanding customer needs and delivering tailored solutions.
• High attention to detail and a proactive approach to identifying and solving customer issues.
• Fluency in Azerbaijani and English