The Customer Success Advisor works to show exemplary aptitude and capability in reducing customer churn and improving brand loyalty by ensuring a high degree of adoption and engagement on the products offered to them in their subscription. The work of the Customer Success Advisor is essential to ensure peak health of the member as they utilize Spear products, by proactively ensuring adoption, engagement, and high utilizing of their benefits.
ROLE SUMMARY:
Member Engagement:
Achieve Study Club member retention rate of 85% by YE 2017 and 90% by YE 2018 Effectively manage the customer lifecycle and journey with Spear post sale to ensure great customer satisfaction.
Drive seminar bundling of 50% at time of renewal. Ensure newly purchased seminars within 60 days of purchase at 85% utilization rate
Web Support
Provide World Class Onboarding and strive for 100% of New Members within 30 days of Sign Up on a best effort basis, with a minimum of 50% within 30 days of Sign Up
Qualifications
YOU MUST HAVE
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