Key Responsibilities Customer Support & Relationship Management
• Act as the primary contact for customer inquiries, service requests, and issue resolution.
• Provide timely and professional support through email, phone, and other communication channels.
• Build and maintain positive relationships with customers to enhance satisfaction and retention.
• Manage customer expectations and provide regular updates on service requests and issue resolution. Coordinate with internal stakeholders to ensure timely resolution of customer issues/complaints Customer Onboarding & Training
• Conduct onboarding sessions for new customers and users.
• Deliver product demonstrations, training, and guidance to maximize customer adoption.
• Prepare and maintain customer-facing materials, FAQs, and user guides. Service Delivery & Account Management • Coordinate report fulfillment and service delivery to ensure compliance with established service level agreements (SLAs).
• Monitor customer usage, contract utilization, and service entitlements.
• Proactively identify accounts with low utilization and recommend engagement activities to increase product adoption.
• Support contract renewal activities by providing usage insights and coordinating with Sales teams. Reporting & Administration
• Maintain accurate customer records and activity logs in company systems.
• Prepare regular reports on customer activity, service performance, and account status.
• Support departmental projects and administrative duties as assigned.