Customer Success Administrator

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
  
  

• Homebased
• M to F, 10pm to 7am PH Time