Customer Success Senior Specialist

Job summary:

We are seeking a dynamic and experienced Customer  Success Senior  Specialist to drive customer satisfaction and loyalty at Aztelekom. This role involves developing strategies to enhance the customer journey, analyzing feedback to identify improvement areas, and collaborating with cross-functional teams to implement solutions. The ideal candidate will have a strong background in customer success, excellent analytical and problem-solving skills, and the ability to lead initiatives that align with organizational goals.

• Develop and implement strategies to enhance the customer experience across all touchpoints.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.
• Lead initiatives to improve customer satisfaction and loyalty, ensuring alignment with company goals.
• Collaborate with internal teams, including Marketing, Sales, and Operations, to ensure a seamless customer journey.
• Design and execute customer success programs to reduce churn and improve retention.
• Establish and track key performance indicators (KPIs) related to customer experience metrics.
• Manage escalations and complex customer issues, providing solutions to achieve a positive outcome.
• Prepare regular reports and presentations on customer experience performance and improvement plans.
• Stay updated on industry trends and best practices in customer experience and success management.
• Provide training and mentorship to junior team members to foster a customer-centric culture.
• Keeping informed of industry trends and new CRM technologies.

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (preferred).
• At least 4-5  years' experience as in customer experience or success roles, sales, customer relations (preferred).
• Strong understanding of customer journey mapping and experience improvement strategies.
• Exceptional interpersonal skills and a client-centered approach.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in data analysis and experience with customer feedback tools (e.g., NPS, CSAT).
• Strong communication and interpersonal skills to work effectively with diverse teams.
• Proven ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Familiarity with CRM software and customer success platforms is a plus.
• High attention to detail and a proactive approach to identifying and solving customer issues.
• Fluency in Azerbaijani and English.