Offer summary

Qualifications:

Proven experience in customer service or customer success roles., Strong communication and interpersonal skills., Ability to analyze customer feedback and implement improvements., Familiarity with SaaS products and customer engagement strategies..

Key responsibilities:

Engage proactively with customers to ensure their success with the service.

Manage payment follow-ups and dunning processes.

Implement strategies to retain at-risk customers and address their concerns.

Document issues and collaborate with internal teams to enhance the customer experience.

UENI is an international tech company that is empowering local businesses to get online. We don’t just build unique websites that businesses can be proud of — we’re there for each step of the journey, providing all the tools and support that small businesses need to boost their online presence. Founder Christine Telyan grew up in a small town in New Jersey, where small businesses were constantly under threat from bigger brands and large online retailers. Later, she experienced how ordinary customers just could not find quality service professionals and local businesses when searching online. In 2014, she and co-founder Anh Pham Vu created UENI as a way to get independent businesses online and help them succeed. Our team of over 90 professionals works every day to improve the outcomes for independent businesses who need hands-on support to grow. At UENI we believe that customers should have more choice and transparency, and we’re helping small businesses to provide it. From service providers like dentists and plumbers to photographers or restaurant owners, our mission is to make all businesses visible online. UENI now builds thousands of new sites every month - and we are just getting started.

Job description

We are seeking a proactive and customer-focused Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, drive engagement, manage payment follow-ups, and assist with retention efforts.

You will take ownership of improving customer satisfaction and help reduce churn by ensuring customers derive maximum value from our service.

Key Responsibilities:

✔ Customer Engagement: Proactively engage with customers to ensure they are successful with our service, offering guidance and best practices.

✔ Dunning Management: Handle payment follow-ups.

✔ Retention Efforts: Manage at-risk customers, understand their concerns, and implement strategies to retain them.

✔ Feedback Loop: Document recurring issues and collaborate with Product, Sales, and Support teams to improve the customer experience.

✔ Upsell: Recognize and convert upsell opportunities.

Required profile