Job Description

Roles & Responsibilities

Serve as the primary point of contact for assigned customers, ensuring their satisfaction and success with Sutherland s solutions.
Onboard new clients by guiding them through product features, best practices, and initial setup to ensure a smooth transition.
Proactively monitor customer accounts to identify opportunities for upselling, cross-selling, and expansion.
Address and resolve customer inquiries, issues, and escalations in a timely and professional manner.
Collaborate with internal teams including sales, product, and support to advocate for customer needs and drive continuous improvement.
Analyze customer feedback and usage data to recommend enhancements and optimize the customer experience.
Develop and maintain strong, long-term relationships with clients to foster loyalty and retention.
Conduct regular check-ins and business reviews to assess customer satisfaction and identify areas for improvement.
Document all customer interactions and maintain accurate records in CRM systems.
Stay up-to-date with industry trends, product updates, and best practices to provide informed guidance to customers.

Customer Success Specialist
Sutherland

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