Customer Success Strategist
2 settimane fa
About Translated Srl
We are a leading company in AI-enabled translation services, dedicated to empowering global communication through innovative solutions.
Job Summary
We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer experience and retention programs, you will be responsible for amplifying net active users and enhancing customer satisfaction.
Key Responsibilities
- Conduct in-depth analysis of the entire customer journey for different segments.
- Identify key touchpoints and pain points to optimize interactions and improve satisfaction and retention.
- Craft and execute a user segmentation strategy to develop efficient CRM actions across multiple channels.
- Develop and implement creative approaches to convert and engage inactive users, organizing email campaigns, or conducting client interviews to solicit dormant customers.
- Contact selected clients to monitor satisfaction and suggest additional services.
- Identify potential churning clients and coordinate actions to retain them through personalized engagement and targeted interventions.
- Monitor overall customer satisfaction through surveys (e.g., CSAT, NPS) and by monitoring customer feedback on online platforms (e.g., Trustpilot, Google reviews, Facebook, etc.).
- Establish a structured feedback loop process where customer insights are systematically collected and analyzed.
- Work with Account Managers and Project Managers to implement effective action plans based on the feedback.
Requirements
- Minimum 3 years of experience in customer success, retention, and/or lifecycle marketing, with a strong emphasis on churn management and reactivation campaigns.
- Fluent in English; proficiency in additional languages is a plus.
- Exceptional communication skills and the ability to work effectively across teams and projects.
- Deep understanding of retention and reactivation metrics (churn, reactivation, engagement), with experience in developing email marketing A/B/n testing plans.
- Proficient in Microsoft Excel or Google Sheets.
- A customer-obsessed, proactive mindset, capable of strategic thinking and detailed execution.
- Ability to work as a team player and meet individual performance goals and KPIs.
- Knowledge of SEO and other online marketing disciplines is preferred but not essential.
Benefits and Perks
We offer a dynamic and inclusive work environment, with a range of benefits and perks to support your growth and well-being.
Diversity Statement
We proudly embrace and celebrate each individual's unique qualities, recognizing that diverse perspectives empower us to overcome challenges, foster innovation, and drive excellence.
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