Job Description
The Customer Success Administrator will support the Scale Customer Success team by managing administrative tasks, handling Tier 1 customer inquiries, and ensuring accurate account maintenance. This role is critical for delivering positive customer experience and supporting retention efforts
Responsibilities
- Manage Tier 1 inquiries via the Customer Success Queue, including reviewing new cases, researching accounts, and resolving or routing issues appropriately.
- Process general requests such as client outreach, CRM updates, auditing data, handling terminations, and maintaining account records.
- Update client records in CRM systems based on recent communications and ensure data accuracy.
- Assist with risk mitigation by auditing accounts and following up with customers or internal teams as needed.
- Collaborate internally with Renewals, Billing, Support, and other departments to ensure customer needs are met, and issues are resolved efficiently.
- Escalate cases appropriately to the assigned Customer Success Manager and / or Leadership when higher-level intervention is required.
- Communicate with customers confidently and professionally, including initiating calls or emails to clarify information, reset account contacts, or gather feedback.
- Develop a working knowledge of Ncontracts SaaS solutions and services to provide accurate Tier 1 support.
- Gain a general understanding of our customers business needs and desired outcomes.
- Perform other administrative and support duties as assigned
- Qualifications: 2+ years of experience in Customer Success, Operations, Account Management, or a similar client-facing support role.
- Experience managing a high volume of cases or accounts.
- Strong organizational skills and ability to follow Standard Operating Procedures.
- Comfortable communicating with customers via email and phone.
- Ability to prioritize tasks and manage multiple competing demands effectively
Additional Information
- Homebased
- M to F, 10pm to 7am PH Time
