Customer Success Advocate

hace 5 días

Madrid, Madrid, España Shakers A tiempo completo
{"h1": "Customer Success Specialist - Microsoft 365 (Freelancer via Shakers)", "p": "At Shakers, we're seeking a dynamic and knowledgeable Customer Success Specialist to enhance our team's expertise in Microsoft 365 technologies. As a key member of our team, you'll be the initial point of contact for customers, providing expert guidance and support to maximize their use of Windows and Microsoft 365 workloads. Your role will involve customer interactions, both reactive and proactive, with a focus on leveraging these engagements to drive product-led growth.

Key Responsibilities:

* Customer Interaction: Address customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat), ensuring customer satisfaction and retention.
* Technical Expertise: Employ your comprehensive knowledge of Windows and Microsoft 365 workloads to resolve issues, assist customers with product setup, and enhance their platform experience.
* Product-Led Growth: Identify opportunities to promote additional Windows, Microsoft 365 workloads and subscriptions during customer interactions to increase customer engagement and adoption.
* Business Needs Assessment: Analyze customer business needs, convert them into actionable technical solutions and recommend appropriate Microsoft 365 tools and features to achieve those objectives.
* Product Usage and Limitations: Track customer insights on Windows, Microsoft 365 and Copilot usage and limitations precisely in internal tools.
* Customer Journey Facilitation: Guide customers through their Microsoft 365 journey, from initial setup to advanced usage ensuring seamless and productive experience.
* Feedback and Improvement: Collect and document customer feedback for product improvement and collaborate with internal teams for effective tracking and addressing product concerns.
* Cross-functional Collaboration: Work across different lines of business within Amplify to efficiently address and resolve Support tickets.
* Documentation: Maintain extraordinary case documentation in all internal tools and systems in a clean, precise and detailed manner.
* Ethics, Privacy, Security, and Compliance: Uphold Microsoft's security and privacy policies, and conduct yourself with ethics and integrity.

Additional Notes:

* Community Engagement and Technology Literacy are encouraged as part of continuous learning and staying updated with industry trends.
* A commitment to innovation, learning, and adaptability is essential for continuous growth.
"}

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