Senior Customer Success Specialist
Reporting to: Manager, VCS Customer Success
Job Level: SU4
Location: Manila
Operating Unit: Vista Corporate Solutions
Vista Corporate Solutions
Vista Corporate Solutions develops cutting-edge solutions to make it incredibly easy for companies in the mid-market segment to manage their marketing activities and access tens of thousands of customizable products. Our line of business offers a fast-paced and exciting work environment. With VCS, you will be an integral part of our continued growth by helping business owners take their brands to the next level!
Job Description
As a senior customer success specialist, you will manage accounts transitioning from our account implementation (AI), account executive (AE), and account management teams. This will include, but not be limited to, working with partners (our customers) to uncover needs that will support their business growth - add/refresh templates and recommend new product ideas. The objective is to provide superior service, improve customer satisfaction, and increase partner spending.
Additionally, you will be responsible for supporting our Retail & Commercial Mid-Market (CMM) Partnerships as well as any other segment or offering that may fall within the business unit (e.g. Custom quote desk). The candidate will work closely with internal & external customers to manage trends & issues identified and take the appropriate remediation steps to resolve them. The candidate will also take ownership in managing projects to support adequate and timely processing of orders.
You are also responsible for monitoring customer contacts across various channels, such as calls, emails, and chats. Your primary duty is to ensure that our customer interactions consistently meet or exceed established quality standards and expectations. This entails meticulously reviewing and evaluating customer interactions to assess adherence to company policies, procedures, and service-level agreements. Additionally, you will act as a resource and provide guidance to junior Care and Customer Success representatives to improve their communication skills, product knowledge, and problem-solving abilities. Your role is pivotal in maintaining a high level of customer satisfaction and driving continuous improvement in our customer service operations.
What will You Do:
Provide a proactive approach to support partner requests, product guidance to support the growth of their ProShop, and educate on areas where VCS can offer additional services (custom orders, design service, marketing support, and more)
Educate and share benefits of doing business with Vistaprint Corporate, as well as more broadly with other business units of Cimpress, and getting the right customers onboard and spending.
Handle assigned tasks, ensuring productivity is high by getting in touch with all customers assigned and working with them to either activate their account by making their first purchase or offering up recommendations or ideas for products that would fit their business needs.
Handling assigned tasks, ensuring productivity is high by sharing productivity reports with all team members and recommending how they can improve.
Understand customers potential and needs and educate them on how to use the products and services we offer to market and grow their businesses.
Work directly and in collaboration with other teams (Design and the Special Orders team) to optimize the customer's online experience. Also, work with the Custom Quote Desk team to answer one-off or more specific product needs and see if we can source items that may not be available on our platform.
As a support arm to the Supervisor, you will also be expected to
Monitor calls and coach team members as directed by your team lead
Support escalated calls, acting as a consultant while proactively ensuring customers needs are being met and providing them with the appropriate support and guidance
Ensure orders and contacts are processed in an adequate and timely manner across channels - Identifying & reporting trends to team members/stakeholders/ collaborators.
Lead a team of specialists while your Leader is out of the office.
Additional responsibilities aligned with our mission and values.
Qualifications Include:
Strong leadership skills
Exceptional presentation skills
Critical thinking, analytical approach, and active listening skills
Clear communicator, both written and oral
Ability to be self-accountable in your scope of work
Possess a strong eye for business and an understanding of the VCS goals and sales techniques to thrive in this role.
Being able to support multiple projects at a time while continuing to provide stellar service to both internal and external partners is critical to the success in this role. Must possess.
Being able to support multiple projects at a time while continuing to provide stellar service to both internal and external partners is critical to the success in this role. Must possess.
To be successful, you should have:
Passion to motivate, coach and keep team members engaged
Passion for helping customers and problem-solving
Passion for developing and managing customer relationships
Proactive, driven, and self-motivated
Why You'll Love Working Here:
There is a lot to love about working at Vista. We are an award winning Remote-First company. We're an inclusive community. We're growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.
About Us:
Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we've been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.
Commitment to Diversity, Equity, & Inclusion:
Vista exists to help our customers live their dreams. Each dream is unique and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.
Equal Opportunity Employer:
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.
