Job Description

The Role:

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:


Customer Advocacy & Relationship Management

  • Respond to every customer comment, message, and inquiry within 4 hours (target: 2 hours)
  • Conduct 10-15 proactive customer check-ins weekly beyond reactive support
  • Identify and execute 5+ surprise and delight moments weekly for strategic accounts
  • Document customer wins, testimonials, and success stories in real-time
  • Transform complaints into loyalty-building opportunities with over-delivery
  • Create and maintain personalized touchpoint calendar for each customer segment
  • Systematically convert advocacy-ready customers into referral sources
  • Capture and organize customer feedback to inform product and service improvements


Analytics, KPIs & Optimization

  • Monitor, track, and report on customer success KPIs:
  • Response time and reso...

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